Feature Requests

I am looking at the audit trail of a ticket and realize that Thread does not identify who made changes to a ticket. It is important for us to be able to review a ticket to see who may have made changes to the ticket. For example, when I closed a Thread through inbox, It does not show my name on it anywhere.

We have dispatchers assign threads to techs in Inbox. Our techs want to get notified when they are assigned to a thread so they can start working on it. We want our techs to be working out of Inbox when handling threads but right now our techs dont get notified when they are assigned to a thread as the owner and it moves to My Inbox. We would like to receive a push notification in Inbox when a Thread is assigned.

Currently, thread sends a notifications to inbox as well as the email whenever there is a new response to a thread. There should be an option to choose only one of them or being able to manage the behavior how a specific thread should notify me.

Having an ability to choose what kind of sounds you want to hear for incoming Chats and for when tickets are being assigned would be very helpful. We're a busy service desk so it would be good to have different sounds for Chats and for when tickets are assigned. The ability to have your own custom sound file uploaded would be great aswell.

It would be amazing if there was a filter for when a thread has been scheduled or not scheduled. Also, be able to see which tickets are scheduled for today, tomorrow, this month, etc., so we can build out views accordingly.

Updated Date is already exposed within the View list display option, but need it as a filter as well.

We would like to be able to see client emoji reactions to messages in Thread from Teams

This would be critical in identifying stale tickets

Add the ability to filter views by minutes, not just days, for Updated/Create Date filters.