Improvements

🔗 Metadata Ability to select if a ticket should be tagged only if it matches a specific metadata field (e.g. customer subscription type). 📧 Channels Only tag the ticket if it's from a specific channel, like email. 🌅 Attachements "It would be great if Lang was able to tag tickets only if they include a picture, or add another tag if the ticket doesn't include a picture, since there will be an opportunity for automation."

It would be nice to see when a customer writes in multiple times about the same request. Zendesk does not provide a way to identify these tickets today, and ideally we would be able to apply a "duplicate ticket" tag and then take merge them

It would be great to add an internal note once a complaint ticket is resolved that summarizes the ticket like chatgpt would do.

Allow users to receive real-time notifications via a webhook URL. This feature enables users to receive alerts about important events as they occur. Users can configure the webhook URL to receive JSON payloads that contain details about the alert, allowing them to take immediate action to address the issue.

Receive alerts via Slack, helping teams stay informed and responsive even when they're not actively using the platform or checking their email.

If the team is out of office, we would want to adjust the automations. Ex. A different auto reply might need to be sent, or a different priority set for different issues.

It would be helpful for my team to be able to assign tags to specific team members instead of a group.

Different messages are often sent depending on the channel. Ex. SMS auto reply is usually shorter than for ones for Email. Being able to input different copy for each channel when setting up an automation would be ideal.

In the Automations screen, I want to see the total number of times that tickets has been automated. This way I don't need to sum the total for each tag.

Right now it's only possible to filter by the last 24hrs, last week, and last month.