Roadmap

See what we're working on and what's coming next.

Roadmap

See what we're working on and what's coming next.

Roadmap

See what we're working on and what's coming next.

Requested247

Add a color-coding system for quick visual scanning

Add a color-coding system for quick visual scanning In the kanban view, it would add comfort to introduce customizable color indicators (for example, red for high priority / or different colors per status). It would let agents scan the ticket list and instantly spot what needs urgent attention, without having to create too much views, or open each ticket individually

Allow users to resize columns

Allow users to resize columns In the kanban view, it would be nice to hover between two columns header and drag to resize columns for a better visibility

Internal-Only Knowledge Base Articles (Keep Some Content Private)

In Front, we can have private collection/articles in the knowledge base for internal use only. The knowledge base is also shown on the right sidebar of a ticket so that agents can search for the answer

WhatsApp group chat support

Support WhatsApp group chats with multiple participants in the WhatsApp channel and API: receive group messages as a shared conversation, reply into a group, and create or manage groups via the API. Today the channel only handles one-to-one conversations with individual contacts.

Block Email Replies After Closing

Allow teams to prevent or reject inbound email replies to a ticket after it has been closed for the user, while still accepting inbound emails for open tickets. The current close-conversation option blocks only in-app replies, so customers can still reply from their email client.

Enable sorting by any column

Enable sorting by any column In the kanban view of the "Tickets" section, the "Sort manually" options applies for all the columns at once. It would be nice to allow users to click on any column header and sort them individually to better organize and triage the tickets list based on what matters most for each column.

When we were previously with Intercom, they had the ability to bulk reply to chats in the inbox. We are currently experiencing an outage and have a very large queue, it would be incredibly helpful to be able to bulk reply. The hope would be something like this: Bulk select all relevant chats in the inbox via the bulk select that exists > in the bulk actions include an option to bulk message > include the ability to auto close tickets following bulk message after x amount of minutes have passed. This way we can send to all and those affected will drop off and the chats will auto close and we only keep those that are unrelated

Customize board-card variables

Customize board-card variables On the ticket's board, we'd like to be able to customize which attributes to show on the ticket. This wish orignated from wanting to display the company behind the request, but I know that not all of your customers as B2B SaaS - so being able to customize what to show (date, ticket number, name of submitter, company etc.) would be a great addition. For the company attribute specifically, following up on my last request (which you shipped, awesome!), a small logo icon followed by their friendly name would be amazing.

Bulk add changelog subscribers

Allow teams to bulk add or import existing users and contacts into a project's feedback-portal changelog subscriber list, instead of requiring each person to subscribe individually through the public portal.

Track agent time per ticket

Add proper working-time tracking on individual tickets, including time spent by each agent and average handling time per agent. The customer needs to evaluate agent workload and performance for a selected period, including agents who participated without being assigned to the ticket.

Planned28

Richer Jira (and Linear) Sync: Link, Track, and Customize Issues from Gleap

Also, other setting for integration would be nice: - set labels for tickets (like environment label) - set reporter, maybe we can identify the user and have it as reporter (this tool is used by internal employees) - define a description template for Jira ticket

Emoji Support in Chat (Picker, :shortcodes:, and :) Auto‑Convert)

No - thx!

Would want to have triggers for workflows also based on if the ticket assignee has changes. I.e., if a ticket is assigned to a spesific team - do X

Monday.com integration

Monday.com integration Add an integration with Monday.com

We have a feature for tagging and sub-categorization; however, there is currently no option to export reports based on these tags or sub-categories. Kindly update the system to include an export functionality, allowing users to generate and download reports filtered by tags and sub-categories as well as for all the tickets. Currently, these can only be viewed and screenshot has to be taken to extract it to excel which is a hassle.

SMS Customer Messaging and Pricing

We want to be able to send a text to our customers and have this conversation be included in the inbox. Most of our customers do not have WhatsApp and utilize SMS sometimes to communicate with support.

Unread Message Count/Indicator in the Browser Tab for Faster Responses

Please add an unread conversation/message counter to the browser tab title in the agent dashboard (similar to Intercom). This helps agents notice new messages when the tab is in the background and improves response time.

Filter Companies

Filter Companies Ability to filter organisations - based on our custom fields. Example Plan, Country, etc.

When running automation workflows, the selected options are not visible after the customer makes a selection. This makes it difficult to identify which option the customer has chosen. Kindly update the workflow to display the customer's selected option within the automation or workflow logs for better tracking and monitoring

In progress2

Disable inbox keyboard shortcuts

Allow teams or individual support agents to disable or customize dashboard keyboard shortcuts, particularly single-key actions such as Archive and Reply. The need is to prevent accidental ticket archiving or unintended chat actions while agents work in the inbox.

Kai Voice

Kai Voice Ability to have a voice chat with Kai

Released57

Tables in Knowledge Base

How can I insert a table in Gleap KB editor? I need to insert pricing tables into my articles.

Send Later + Undo Send for Support Replies (with Company/Client Sending Hours)

Hello, it happens that customer tickets are being handled from our backoffice outside the normal office hours. This can lead to tickets being answered during the night, which might look weird to customers. It would be helpful to be able to schedule a message to be send later like you can do in outlook. Best wishes

Gleap widget apps

Add the ability to support custom widget apps.

Auto-translate content

Auto-translate content Option to translate incoming feedback

Request update button

Would be nice to have a "request update" button on the cards as a little nudge to the ticket owner!

Add a tag feature to contacts that the admin can filter by tags

Custom Fonts & Clearer Bold Text in Help Center Articles

Ideally an option to use e.g. google fonts

Improved email subject lines for user communication

Improved email subject lines for user communication As a user receiving communication back/forth with a Gleap admin, the emails reference the tickets as "feedback #10". While this ticket ID is helpful for Gleap admins, it's not particularly useful for the users who raised the issue. Feedback #10 doesn't mean anything, especially if the user has submitted multiple tickets. It'd be great if the email subject was more descriptive of the actual issue content.

Test workflows

Test workflows Make it possible to somehow test workflows

Use Variables in Kai for Personalized, Dynamic Content

Variables in Kai

Requested247

Add a color-coding system for quick visual scanning

Allow users to resize columns

Allow users to resize columns In the kanban view, it would be nice to hover between two columns header and drag to resize columns for a better visibility

Internal-Only Knowledge Base Articles (Keep Some Content Private)

WhatsApp group chat support

Block Email Replies After Closing

Enable sorting by any column

Customize board-card variables

Bulk add changelog subscribers

Track agent time per ticket

Planned28

Richer Jira (and Linear) Sync: Link, Track, and Customize Issues from Gleap

Emoji Support in Chat (Picker, :shortcodes:, and :) Auto‑Convert)

No - thx!

Would want to have triggers for workflows also based on if the ticket assignee has changes. I.e., if a ticket is assigned to a spesific team - do X

Monday.com integration

Monday.com integration Add an integration with Monday.com

SMS Customer Messaging and Pricing

Unread Message Count/Indicator in the Browser Tab for Faster Responses

Filter Companies

Filter Companies Ability to filter organisations - based on our custom fields. Example Plan, Country, etc.

In progress2

Disable inbox keyboard shortcuts

Kai Voice

Kai Voice Ability to have a voice chat with Kai

Released57

Tables in Knowledge Base

How can I insert a table in Gleap KB editor? I need to insert pricing tables into my articles.

Send Later + Undo Send for Support Replies (with Company/Client Sending Hours)

Gleap widget apps

Add the ability to support custom widget apps.

Auto-translate content

Auto-translate content Option to translate incoming feedback

Request update button

Would be nice to have a "request update" button on the cards as a little nudge to the ticket owner!

Add a tag feature to contacts that the admin can filter by tags

Custom Fonts & Clearer Bold Text in Help Center Articles

Ideally an option to use e.g. google fonts

Improved email subject lines for user communication

Test workflows

Test workflows Make it possible to somehow test workflows

Use Variables in Kai for Personalized, Dynamic Content

Variables in Kai