Backlog
9Under consideration
Review queue for negative-sentiment tickets, and passive-aggression detection
Let coordinators put a ticket into a review state when a sentiment or tonality alert fires, with an owner and an outcome, so nothing goes unread. Teach the scanner to flag polite-sounding pressure such as "just checking in, it has been a while" as well as open anger. Today: sentiment and tonality alerts have thresholds and client calibration, and the Customer Success feed can reprocess, dismiss, silence or open a CS ticket.
Auto-rotating service desk wall dashboard
One service-desk-wide dashboard that cycles through queue health, SLA risk, stale tickets, technician workload and sentiment alerts on a timer, needs no sign-in on the display, and can run on a wall screen or be embedded in the PSA. Today: the CSAT Big Screen rotates CSAT views on a display link, for CSAT data only.
Phone-friendly dashboards and data grids
The menu, forms, timeclock and approvals adapt to a phone, but dashboards, wide grids and many settings pages are still desktop-only. Make them usable on phones and tablets, including iOS Safari: collapsible columns, touch-sized filters and charts that resize.
See and shape AI spend per ticket type and feature
Administrators want to know which ticket types and AI features use the budget, and what switching one off would save. Show spend per ticket type, estimate the saving from excluding a type or client, and allow per-feature budgets for costly steps such as research. Today: AI Usage Analytics shows cost by model, function and ticket with a month-end projection; the AI Consumption Limit warns at 80% and pauses at the limit; ticket types and clients can be excluded.
Free-text instructions for each type of AI research answer
Let administrators add their own guidance to the prompt for each kind of AI answer, such as "keep it to three sentences", "use bullets" or "mention related tickets closed in the last month", and choose how far back similar tickets are considered. Today: the Research Output Profile sets length, bullets or narrative, sections, similar tickets and web search; the company glossary teaches your terms.
Filter technician counts by ticket type in the embedded Agent dashboard
Service desks that use several ticket types see technician totals that mix everything together. Offer per-user or per-team ticket-type filters on the Agent dashboard shown inside the PSA, for example incidents only for one technician, and incidents plus alerts for a NOC team. Today: the Home page's filter bar and the Agent Performance workload filter do this in the web app; the embedded dashboard has neither.
Action buttons on alert cards posted through a chat webhook
Alerts posted to a team chat through an incoming webhook carry only link buttons. Offer the in-app alert actions (reprocess, dismiss, silence, send a survey, create a customer-success ticket) on those cards too, ideally without every reader having to link a personal account first. Today: alert cards in Slack and Teams carry these buttons when the chat assistant is on; webhook cards link to Customer Success.
Open the tickets behind each alert count in the triage workload panel
The agent workload panel in the ticket triage dashboard shows a sentiment or tonality alert count beside each technician, but the number cannot be opened. Make it clickable to list those tickets, so a dispatcher can go straight from the number to the work. Today: the Home page's Agent workload card has clickable counts; the dashboard embedded in the PSA does not.
Weight ticket types when measuring technician workload
Technicians who mostly work high-volume, low-effort tickets such as monitoring alerts show as overloaded although their real load is light. Let administrators give each ticket type a weight, so the open, workable and overloaded figures reflect effort rather than raw ticket counts. Today: the Agent Performance workload filter can hide or show ticket types, but not weight them.
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