Feature Requests

Customize notifications so that agents only get notified in slack for tickets that I want to be alerted to specifically

Allow multiple tickets to be merged together in the web application

Define arbitrary events and use them as triggers for each automation.

Enables return values to be used in common automated actions.

Remove The " We think we found an answer" message and just have the answer appear to the question, will make the Deflection format easier to read

Updating automations to make it easier to create/view/clone/test/revision automations

I believe OG Halp had this - was really nice to quickly assign a ticket to yourself, versus having to click to edit, find your name, and click again.

Pull the Jira portal settings into Foqal under Jira which will be easier to log tickets based on their portal tags IE shared drive, application requests, external sharing with the workflow associated

Instead of having a yes or no option after a deflection for a user to choose if he/she is satisfied with the answer or not , it would be great to have it as Log a ticket' or 'Resolved' making more easier to understand what options entail

When creating a ticket via Slack, the automations we have configured work as expected—certain fields are hidden unless a specific request type is selected. However, when creating a ticket via the web interface, all fields are displayed regardless of request type. We’d like to request the ability for the web interface to honor the same conditional field visibility rules currently applied in Slack ticket creation. This would help reduce user confusion, improve data quality, and ensure a consistent ticket submission experience across platforms.