Feature Suggestion

When the ‘Hide Plus Address’ setting is enabled in exclusive mode, automatically generated reply emails—such as out‑of‑office responses, delivery failure notifications, and similar system‑generated emails—are currently creating new packets instead of attaching to the existing packet associated with the conversation. This breaks continuity and creates unnecessary fragmentation.

We’re introducing a new report to provide visibility into AI-driven Ticket Categorization. The report will show: AI predicted category Confidence score Final category Manual changes (including who updated it) This will help measure AI accuracy, confidence trends, and user adoption. Applicable to Tickets only.

Make it easier for users to find the Case process they want to start when creating a new Case from Work Manager.

The checklist should be displayed at the top rather than the bottom of an Action. Placing it at the top would make it easier to see and access, improving visibility and helping users complete required steps more efficiently.

As a user, I would like the context to be displayed when viewing related sub cases. When multiple sub cases are generated from the same process, the current information is not sufficient to tell them apart. Showing the service details would make it much easier to identify and differentiate similar sub cases.

As an agent, I would like to be able to view the ticket category details when a ticket has been converted into a case. This would help ensure clarity and continuity when working on items that originate from tickets.

Please keep the context visible in Quickfind even after a work item is closed. Currently, the context no longer shows, forcing users to open each closed item to identify it. Keeping this visible would make it much easier for Support and Operations teams to quickly locate the correct closed request.

Please rename the “Start Action” button, as users confuse it with starting their assigned work and accidentally launch ad‑hoc actions. A clearer label would prevent these mistakes.

As a user drafting emails with tables, I would like the option to automatically adjust column and row sizes based on their content. This would help me format tables neatly and share communication in a more professional manner.

As a user, I would be interested in previewing Excel and Word files without need to download the files. This will make work easier and faster, similar to file preview in Outlook and current functionality to preview PDF files