Feature Requests

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

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

For the sake of slimming down the Actions list as the amount of "manual" automations grow for a complex organisation it would be great to be able to group Actions for agents to easily find the correct Action to be applied in every situation. Another way of solving this could be to allow for a search bar to be available for searching for Actions.

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.

When creating a custom field, it would be nice to add an option to add multiple email addresses to the field. Would be useful for actioning a ticket that contains multiple users. e.g. bulk offboards happening at the same time.

When looking at the ticket in the web, if the original description is too long, it gets cut off. Allow users to not only see the description but also the custom fields.

Create a way to print tickets and include information such as ticket information, conversation history, approvals, custom fields, etc.

Allow you to search for something and it brings back results from across tickets, users, knowledge base, maybe even configurations

Allow quicker usage of foqal interface with keyboard shortcuts

Allow multiple tickets to be merged together in the web application