Pinned
Completed
Add number of tickets per view to the sidebar nav
“is there a way we can see how many open tickets in the views like in Gorgias?”
Karri Koivuniemi Over 1 year ago
💡 Feature Request
Pinned
Completed
Add number of tickets per view to the sidebar nav
“is there a way we can see how many open tickets in the views like in Gorgias?”
Karri Koivuniemi Over 1 year ago
💡 Feature Request
Support native PDF attachments instead of download links in emails
Could we send documents as standard PDF attachments instead of links? The current links are easy to miss and can look untrustworthy, causing customers to think files weren’t included.
Lenie @ Commslayer 1 day ago
💡 Feature Request
Support native PDF attachments instead of download links in emails
Could we send documents as standard PDF attachments instead of links? The current links are easy to miss and can look untrustworthy, causing customers to think files weren’t included.
Lenie @ Commslayer 1 day ago
💡 Feature Request
Allow editing of Shopify customer/order data directly from the conversation sidebar
Currently, the customer and order information shown in the conversation sidebar is pulled directly from Shopify and is read-only. Agents cannot edit or update this information within Commslayer. It would be helpful to allow agents to edit certain fields directly from the sidebar, such as customer details or order-related notes, without needing to leave Commslayer and update them in Shopify first.
Lenie @ Commslayer 13 days ago
💡 Feature Request
Allow editing of Shopify customer/order data directly from the conversation sidebar
Currently, the customer and order information shown in the conversation sidebar is pulled directly from Shopify and is read-only. Agents cannot edit or update this information within Commslayer. It would be helpful to allow agents to edit certain fields directly from the sidebar, such as customer details or order-related notes, without needing to leave Commslayer and update them in Shopify first.
Lenie @ Commslayer 13 days ago
💡 Feature Request
Time-based delay for CSAT survey sending
Currently, CSAT surveys are sent immediately when a conversation is marked as Resolved. We'd love the ability to configure a delay…for example, sending the CSAT survey 48 hours after a ticket has been set to Resolved status
Lenie @ Commslayer 14 days ago
💡 Feature Request
Time-based delay for CSAT survey sending
Currently, CSAT surveys are sent immediately when a conversation is marked as Resolved. We'd love the ability to configure a delay…for example, sending the CSAT survey 48 hours after a ticket has been set to Resolved status
Lenie @ Commslayer 14 days ago
💡 Feature Request
Agent Report Breakdown by Inbox and Ticket Type
It would be very helpful to have a more detailed agent-level reporting breakdown in Commslayer. Currently, the Reports → Agents section shows overall metrics per agent, but it does not break down the tickets by inbox or ticket type. For KPI tracking and performance monitoring, teams need better visibility into: Tickets handled per agent Inbox where the ticket originated Type of ticket / channel (Email, Comment, Direct Message, etc.) This would greatly improve KPI reporting, agent performance analysis, and workload management for support teams using Commslayer.
Lenie @ Commslayer 16 days ago
💡 Feature Request
Agent Report Breakdown by Inbox and Ticket Type
It would be very helpful to have a more detailed agent-level reporting breakdown in Commslayer. Currently, the Reports → Agents section shows overall metrics per agent, but it does not break down the tickets by inbox or ticket type. For KPI tracking and performance monitoring, teams need better visibility into: Tickets handled per agent Inbox where the ticket originated Type of ticket / channel (Email, Comment, Direct Message, etc.) This would greatly improve KPI reporting, agent performance analysis, and workload management for support teams using Commslayer.
Lenie @ Commslayer 16 days ago
💡 Feature Request
Better Visibility for CC'd Users on Email Tickets
When a customer emails in with other recipients CC'd, there's currently no clear way to see who else is on the thread at a glance. The only place this information appears is at the very top of the ticket, in a subtle grey colour that's easy to overlook, especially on long conversations. This creates a real risk of missing key stakeholders in a conversation, which can lead to miscommunication or leaving someone out of important replies. What we'd like to see: A more prominent display of CC'd recipients on the ticket (e.g., a visible tag, badge, or dedicated section in the ticket sidebar) Ideally, CC'd users should remain visible throughout the conversation not just at the top An indicator or highlight when a ticket has CC'd recipients so agents are immediately aware This would help support teams ensure no one gets missed and makes it easier to manage multi-stakeholder email threads.
Lenie @ Commslayer 21 days ago
💡 Feature Request
Better Visibility for CC'd Users on Email Tickets
When a customer emails in with other recipients CC'd, there's currently no clear way to see who else is on the thread at a glance. The only place this information appears is at the very top of the ticket, in a subtle grey colour that's easy to overlook, especially on long conversations. This creates a real risk of missing key stakeholders in a conversation, which can lead to miscommunication or leaving someone out of important replies. What we'd like to see: A more prominent display of CC'd recipients on the ticket (e.g., a visible tag, badge, or dedicated section in the ticket sidebar) Ideally, CC'd users should remain visible throughout the conversation not just at the top An indicator or highlight when a ticket has CC'd recipients so agents are immediately aware This would help support teams ensure no one gets missed and makes it easier to manage multi-stakeholder email threads.
Lenie @ Commslayer 21 days ago
💡 Feature Request
Display Ticket Number in Open Ticket View and Sidebar
Add the ticket number in a visible location within the open ticket view, such as: In the right-hand sidebar (the panel that displays ticket details like status, assignee, tags, etc.) Under the customer’s name at the top of the conversation This will make it easier to quickly reference and manage tickets.
Lenie @ Commslayer 28 days ago
💡 Feature Request
Display Ticket Number in Open Ticket View and Sidebar
Add the ticket number in a visible location within the open ticket view, such as: In the right-hand sidebar (the panel that displays ticket details like status, assignee, tags, etc.) Under the customer’s name at the top of the conversation This will make it easier to quickly reference and manage tickets.
Lenie @ Commslayer 28 days ago
💡 Feature Request
Bulk import of Help center Articles
“Is there a faster way to upload or add questions and answers to the Help Center? Doing it manually takes quite a bit of time, so I wanted to check if there's an import option or bulk upload feature available.”
Ioana Stoica 5 months ago
💡 Feature Request
Bulk import of Help center Articles
“Is there a faster way to upload or add questions and answers to the Help Center? Doing it manually takes quite a bit of time, so I wanted to check if there's an import option or bulk upload feature available.”
Ioana Stoica 5 months ago
💡 Feature Request
Enable shopify meta data as automations conditions
The customer would like to filter tickets for data like: shopify.last_order_status shopify.last_order_days_since and close them in a bulk action.
Ioana Stoica 5 months ago
💡 Feature Request
Enable shopify meta data as automations conditions
The customer would like to filter tickets for data like: shopify.last_order_status shopify.last_order_days_since and close them in a bulk action.
Ioana Stoica 5 months ago
💡 Feature Request
Rejected
AI snoozes or resolves tickets on its own
We set up an AI agent to answer generic inquiries but when a ticket is answered, the AI agent either snoozes or resolves the ticket. How can we make the AI agent just leave the ticket open?
Emma L 6 months ago
🐛 Bug Reports
Rejected
AI snoozes or resolves tickets on its own
We set up an AI agent to answer generic inquiries but when a ticket is answered, the AI agent either snoozes or resolves the ticket. How can we make the AI agent just leave the ticket open?
Emma L 6 months ago
🐛 Bug Reports
Automatic translation of the CSAT message
The client with account ID 2930 is asking to have a translated CSAT message, which must be in the language of the conversation.
Ioana Stoica 6 months ago
💡 Feature Request
Automatic translation of the CSAT message
The client with account ID 2930 is asking to have a translated CSAT message, which must be in the language of the conversation.
Ioana Stoica 6 months ago
💡 Feature Request
Additional fields in the contact creation section
The customer is asking for additional fields in the contact creation: - Company details - Custom Field https://app.commslayer.com/app/accounts/38/conversations/6263
Ioana Stoica 6 months ago
💡 Feature Request
Additional fields in the contact creation section
The customer is asking for additional fields in the contact creation: - Company details - Custom Field https://app.commslayer.com/app/accounts/38/conversations/6263
Ioana Stoica 6 months ago
💡 Feature Request
Apply Admin Interface Changes to All Team Users
It would be really useful if any changes made by an admin on the interface automatically applied to all team users. Right now, when admins adjust settings, layouts, or configurations, those updates don’t carry over for the rest of the team, which can create inconsistency and confusion. Having admin changes apply globally would ensure everyone sees the same interface, streamlines workflows, and saves time by removing the need to manually replicate adjustments across accounts.
Emma L 6 months ago
💡 Feature Request
Apply Admin Interface Changes to All Team Users
It would be really useful if any changes made by an admin on the interface automatically applied to all team users. Right now, when admins adjust settings, layouts, or configurations, those updates don’t carry over for the rest of the team, which can create inconsistency and confusion. Having admin changes apply globally would ensure everyone sees the same interface, streamlines workflows, and saves time by removing the need to manually replicate adjustments across accounts.
Emma L 6 months ago
💡 Feature Request
Move tickets to different views manually.
I’d like to be able to move tickets between different views manually. At the moment, tickets only appear in views based on their filters, but it would be very helpful if we had the flexibility to reassign or drag a ticket into another view when needed.
Emma L 6 months ago
💡 Feature Request
Move tickets to different views manually.
I’d like to be able to move tickets between different views manually. At the moment, tickets only appear in views based on their filters, but it would be very helpful if we had the flexibility to reassign or drag a ticket into another view when needed.
Emma L 6 months ago
💡 Feature Request
Canned Messages - Attachments
b/c macros aren’t very functional, the canned messages are very important. But without attachment options they aren’t functional for sharing information
Amy N. 6 months ago
💡 Feature Request
Canned Messages - Attachments
b/c macros aren’t very functional, the canned messages are very important. But without attachment options they aren’t functional for sharing information
Amy N. 6 months ago
💡 Feature Request
Macro Shortcut (In The Same Area As Canned)
having macros on the sidebar makes them difficult to use and nearly impossible to find after syncing in klaviyo data too
Amy N. 6 months ago
💡 Feature Request
Macro Shortcut (In The Same Area As Canned)
having macros on the sidebar makes them difficult to use and nearly impossible to find after syncing in klaviyo data too
Amy N. 6 months ago
💡 Feature Request
Slack Integration
A customer would like to find a way to integrate Slack with Commslayer and receive the notifications of new tickets directly in Slack
Ioana Stoica 6 months ago
💡 Feature Request
Slack Integration
A customer would like to find a way to integrate Slack with Commslayer and receive the notifications of new tickets directly in Slack
Ioana Stoica 6 months ago
💡 Feature Request
Completed
Don't add draft Shopify products to the Ai
The Ai knowledgebase of products lists all products (even draft ones) inside Shopify. This means we have to sort through hundreds of products to exclude draft products. This should be automatic so the Ai doesn’t suggest draft products in messages to customers (which then have broken links).
Irena 6 months ago
💡 Feature Request
Completed
Don't add draft Shopify products to the Ai
The Ai knowledgebase of products lists all products (even draft ones) inside Shopify. This means we have to sort through hundreds of products to exclude draft products. This should be automatic so the Ai doesn’t suggest draft products in messages to customers (which then have broken links).
Irena 6 months ago
💡 Feature Request