Feature Requests

Agents can change defaults for “Reply” and “Note.”

Redesign the settings to look more fresh

Allow Foqal data to be hosted in other geo's outside the US

Submitting a request to leverage AI for reporting. It would be great to ask the AI questions related to tickets on a global scale (ie. what was the avg resolution time or how many tickets were created this month?). Additionally, would be helpful if the AI could help created reports/dashboards via prompts.

Give foqal the ability to create a ticket by sending an email.

add a feature so that follow-ups are delayed to in office hours if someone reaches out outside of office hours. e.g. someone reaches out outside office hours > Follow up = 3 days > Choose for follow-up to be delayed/offset if the ticket was created outside of hours (so a message is sent during office hours). https://support.foqal.io/answers/urn%3Afq%3Aarticle%3Ae284c72ad401414b8eee3dd920e34c58?search=followup

It would be nice to have an option to have separate office hours per queue instead of globally. This would help track more accurate metrics like Time to Resolution that could show incorrectly if one of your teams works outside of the listed office hours.

Create a new type of Group Admin that only has access to the settings associated with a group and set of channels. So they can change the settings, automations, etc that affect their group and channels, but not all administrator settings.

Give the ability to hide dashboard views not relative to you/your team. I can't seem to hide a dashboard shared globally.

Would be great to have the ability to customise branding (e.g. name and logo) fo the foqal agent per slack channel / queue. Would be helpful in cases where multiple teams are using the agent dedicated to triaging tickets specifically on their behalf. For example, one team can name the agent "it-support". Another team can name the agent "Human Resources" along with a related logo etc.