Feature Requests

For frequently asked questions, techs commonly provide a repeated snippet and a link to a help desk article, usually linking to documentation captured in IT Doc tools like IT Glue. How Might We automatically generate responses to FAQs based on the content provided for a contact's business within IT Documentation?

AI that can identify trends in client's ticket history. Many times "band-aid" fixes are applied to individual support sessions when those symptoms could be indicative of greater issues. Something that automates this process and potentially reports that to the account managers could go a long way in providing long-term resolutions.

Techs are frequently re-answering previously answered questions. Can CoPilot generate a recommended answer to a question based on previous answers?

Add the ability to drive workflows based upon SLA progress (10 minutes left on SLA, 33% of SLA remaining, etc)

Technicians may have recurring non-ticket related events on their calendar they use to block out their calendar or mark statutory holidays, and they need to see this in thread's planner so the dispatcher cannot assign tickets during those times.

It would be awesome to have the timer automatically start when viewing a ticket and stop when you move away. The general consensus is that when you're looking at a ticket, you're working on it.

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.

Triage agent would be able to identify when a client is having repeated issues and alert on this in the recap.

Chat is not “smart” enough to properly deal with chats that occur outside of normal office hours. Between “looking for someone” and starting SLA timers, the after-hours messaging is confusing for end users on both the sales and support sides. My customers are really picky sometimes and I can see us catching flack because someone waited for chat after-hours even though the top says we are offline – the bottom implies it’s still looking for someone. Hopefully this one won’t take too long to fix.