In the newest update (January 2023), we’ve received the following feature:
Filtering Emails by Domain
Category: IT Service Management
Agents can now filter emails in Reply editors on the basis of domains. They can add this filter on multiple domains. This will save agents time if you have multiple domains or users.
… which is great, as far as it goes. However, the next step/evolution seems pretty plain, and it doesn’t seem implemented: let agents set this filter for their entire agent account. Right now you have to change the filter every time you send a reply or search for a requester—why? Let agents who only work with one domain set this once for their entire workspace and forget about it—and show the filter setting for the requester search so if they need to change it for specific tickets, they can.
The way it’s implemented now, it wastes time and effort to set it for every individual correspondence.
