Feature Requests

Would like to allow for the Triage Agent to read ticket ID variables. Use case example: some partners would like to configure a "first response" set of rules for the Triage Agent that acknowledges ticket creation and provides the end user with their ticket number. This helps reduce adoption friction with end users who are accustomed to receiving traditional PSA ticket acknowledgement emails.

When using Planner to dispatch, it would be helpful to be able to save custom filters. For example: Dispatch needed - New tickets pending scheduling Recurring service - Proactive tickets from the recuring board Past Due - Help desk items that are past due and need to be rescheduled If these were available in a drop down at the top of the Planner window, we could easily shift gears when dispatching

Can we figure out how to make images be bigger?

When typing a message in inbox, I want to be able to write something, attach an image, then write more text, then attach another image and have it arrive in the order I typed it, instead of lumping the images together.

Danielle would like the option to turn off the automated message sent by the triage agent after the 5-minute timer. This would help reduce unnecessary follow-ups and allow for more customized communication workflows. How could this improve the platform: It would give admins more control over automated messaging, prevent redundant notifications, and streamline user experience for onboarding and ticket follow-ups.

Show business hours in Messenger so my customers know when to reach out

We require more granular admin/member roles for read/edit access—as there's only two role types right now (admin or messenger). We require more control over who has access to Flows, Magic Agents, Messenger Settings, Deployments, etc.

Technicians may have recurring non-ticket related events on their calendar they use to block out their calendar or mark statutory holidays, and they need to see this in thread's planner so the dispatcher cannot assign tickets during those times.

Would like the AI agents to have memory persistence among a users prior requests. I could see how having it even across an entire org could cause problems if a customer has business units that are not privileged to the issues of others. But the agent seeing past ticket history and weighing that may be helpful to spot or address recurring problems, might even be nice for the LLM to flag recurring issues within a clients responses.

Hi, Would be a great feature to have an option to reply to a ticket from Teams on the Go