Feature Suggestion

As an agent, I want to have the option to “bulk update” the created contact details in the work manager.

We need Enate system emails (password resets, notifications, etc.) to be sent using Enate‑managed email infrastructure, rather than routing through our own email gateways. This will improve reliability, reduce configuration overhead on our side, and ensure system emails are consistently delivered without depending on our internal SMTP/M365 setup.

We need Enate to prevent users from typing any “From” address when sending emails. Instead, users should only be able to select from a predefined, validates list of addresses. This will help us stay secure, prevent misuse of email identities, and ensure compatibility with our M365/Graph policies.

Please add native support for sending emails through the Microsoft Graph API within the platform. This would allow teams to leverage modern, secure, Microsoft‑recommended methods for email delivery instead of relying solely on SMTP or built‑in email mechanisms.

We’re introducing a new report to provide visibility into AI-driven Ticket Categorization. The report will show: AI predicted category Confidence score Final category Manual changes (including who updated it) This will help measure AI accuracy, confidence trends, and user adoption. Applicable to Tickets only.

This feature introduces effective start and end dates for user membership within a user group. The intent is to enable accurate historical utilization and capacity reporting by determining when a user belonged to a specific user group. Currently, user groups are primarily used for permission management but are also leveraged for utilization reporting. The absence of time-bound membership creates inaccuracies when users move between groups, as historical capacity and utilization data are retroactively reassigned.

Introduce a new due date calculation option to exclude time spent in the Resolved state. When enabled, the due date clock will stop once the work item is marked as Resolved and resume only if the item is reopened. This is an opt-in configuration under the due date method. No historical data will be recalculated, and the change will apply only to work items created after the configuration is enabled.

Filters should be saved under the user profile so she does not need to reapply again.

1.) Enable users to bulk categorise from the main dashboard inbox views where you can currently reassign or unassign multiple tickets at once a. To then subsequently resolve & add a note if required b. Or the ability to bulk reject or bulk reject as spam & add a note if required It might be a good idea to have this as a user access setting in builder user management, as some teams may only want team leaders/super users doing this. Use cases: 1.) For dealing teams, they may receive 200 to 400 end of month statements individually at the same time. It is very time consuming to categorise all tickets and resolve if they were just for information purposes for example 2.) If you get spammed or you end up with 1000s of tickets due to a ping pong match with auto responses… it would be handy for users to be able to bulk reject instead of the developers/BAs having to find/terminate the tickets in the Monitor

Hi Team, A question was raised by the Robotics team, Is it possible for Enate to configure a rule/wait queue where outbound emails which are sent to recipients outside external domains are sent daily between 9 am and 11 am. If the processes is running outside of these hours the emails are held until the next day at 9 am - 11 am.