Christopher O'Neill

Amisha Sharma would be open to chatting as well!

@... they are exclusively "Detected as spam". But many are from our customers, email addresses like "john@company.com" and bodies containing product questions, i.e. not spammy things like "sign up for access to your own crypto account" etc.

+1 to Matthew's comment. We get a huge false positive rate on incoming emails, approaching double digits. How can we loosen these rules to ensure valid tickets aren't suspended?

Big +1 to this.

The previous behavior, sharing the drafted text as you switched between public and internal, was both more intuitive and allowed for safer drafting of agent responses.

As teams, we've all had those stomach dropping moments where you send a public reply that was supposed to be an internal note. I always tell agents to draft in internal, then move to public only when you're ready to send it.

Amisha Sharma, any context on why this was changed and what the hoped for benefit was? I'm curious if I'm missing an advantage of this workflow.