Feature Requests

Ability to click more options on a message/post in Teams and create a new ticket from it.

Currently, proactive messaging in Teams sends "New thread was created" notifications for all tickets, including those generated by monitoring/alerts, template tickets, and other automated sources. This results in unnecessary ticket spam in Teams, cluttering up the chat with non-essential updates. We require the ability to specify/exclude ticket sources in Messenger (e.g., Auvik, Datto RMM, etc., from adding those tickets into their Messenger). This will allow admins reduce unnecessary noise while still keeping critical updates visible in the PSA. They cannot simply move these monitoring/alerts to a separate board, and these alerts are defaulted to the main company contact, so they get spammed with these alert notifications that are simply not necessary for them to see. Key Features: Ability to select and exclude specific ticket sources from generating proactive messages in Teams.

I want to be able to customize or remove the bot suffix after the bot name.

We want to be able to adjust the message "Chat with us in real time" to a standard they are comfortable supporting.

There should be a scroll bar that appears when moused over to be able to jump to the top of threads, or if not that then a button to jump to the top of the thread.

Tickets often move board during their lifecycle. When customers reopen a thread, we'd like those threads reopened on the board they landed on not the chat board they originated on. The reason is the team who board the thread lands on is responsible for that thread.

When someone visits my website i want the chat box to open up, similar like if i have HubSpot chat integration

to set our own expectations to the customer on response times in Messenger We want to be able to set our own expectations with the customer when they initiate a chat in messenger on how quickly someone will be with them and what to expect.

Contacts should be able to close tickets themselves