Feature Requests

Currently, we can see only 5 Labels per page under the Dashboard > Labels section. We would like to have the ability to download the CSV file with all the data from the Dashboard > Labels section to work with them more easily.

Currently, certain metrics in the Dashboard > Overview - such as "Average Response Time" and "Average First Response Time" - are calculated based on calendar hours. We would like to enhance the flexibility of these metrics by adding an option for users to choose between "calendar hours" or "working hours" as the basis for these calculations. This feature would allow users to view metrics that more accurately reflect their working hours, providing clearer insights and helping teams better understand their response efficiency within active business periods.

In the overview dashboard. The "Not Resolved Tickets" figure is quite deceptive as it includes archived tickets. Which technically have been 'resolved' in a way, normally spam / automated rules. These messages are not requiring a response and have been actioned by means of archived so should not be included in the not resolved figures.

We have a large number of live templates, but we suspect many aren't used anymore. We would like to identify the most used ones, so we can improve them and also add the content to our website.

Add a new section to the existing dashboards, dedicated to the Instant Messages module. This section should have widgets about users' performance, chats assigned, chats closed, etc. Also, it is worth replicating the Tickets Overview section.

At this moment, our Dashboards reflect the current state of things only, meaning that it is not possible to check how things were at some point in the past. The idea is - to store all historical data so that users can have the ability to see their "system snapshot" from any moment in the past.

Would be helpful if it was possible to create a report based on product performance in terms of product issues, with attachments (photos of faults) and notes included.

Data from the Dashboard's Overview, Performance, and Users tab to have a downloadable report for better tracking and reporting of user activity.

In Sales Reporting, to have a section fo returning products with columns: Product / Price / Return Ratio / Return Value