Feature Requests

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.

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

As an Autotask partner, we would like to be able to override the work type and work role for time entries in Inbox.

We would like a setting to configure an "in progress" status to automatically move threads to that status when we reply to a ticket, similar to how we can get auto assigned.

Would be great to be able to specify the timing between sending follow-up's from the Reminder Agent. currently will send every day, would be good to be able to have a delay to give the client time to respond - like 2 days before the first email, then wait another 3 days and then a final 1 day... typically like to give clients time to respond if they are away, or busy which is often the case. Would just provide more flexibility for the agent setup.

Group views by folders or separate "My views" from "General views" so we can have more visibility of the views that we create for our own management or organization.

Timer keeps running after ticket is closed, could popup message when trying to close ticket with running timer or just kill timer when entering closed/cancelled state, so they don't keep running