I’d like to submit a feature request that would significantly improve our team’s workflow and customer experience.
Currently, we often need to communicate with customers across multiple channels during the lifecycle of a single issue. For example, we use SMS for real-time communication, but rely on email when requesting or receiving attachments such as DOCX, XLSX, PDF, or JPEG files.
At the moment, these interactions are separated, which makes it difficult to maintain a unified view of the conversation. We would greatly benefit from the ability to support multiple channel conversation threads—both customer-facing and back-office—within a single ticket.
Ideally, this would allow:
- SMS conversations for quick, real-time communication
- Email threads for document exchange and longer-form communication
- All interactions to be linked and visible within one unified ticket view
This capability would help our team stay organized, reduce context switching, and provide a more seamless experience for our customers.
Thank you for considering this request. We’d be happy to provide additional context or participate in feedback sessions if helpful.