Roadmap

When merging tickets show in the dialog the status, category and assignee. After confirming the ticket that is the main ticket show another dialog where you can choose to override it's categories, status, or assignee.

When opening link from notification email when ticket is snoozed you don't navigate to that ticket.

- [ ] Not showing 24h clock on tickets inside contact page even if settings is turned on - [ ] Scan the project and check if 24h clock is being used everywhere

Updates seem slow for example adding categories, making all actions optimistic would solve this feeling of slowness.

- [ ] Reacting to comments is still a bit buggy - Closing the pop up, making the reaction show instantly make the program optimistic - [ ] Comment from other workspace members should come on the left side

- [ ] Enforce role-based permissions so only authorized workspace members can edit or rename templates. - [ ] Review what each roles can do, make sure roles only see what they are supposed to see - [ ] Create a page showcasing what each role can do and can't do - [ ] Allow admins to delete notes and comments from other users

- [X] Make the category row go into extra lines instead of going forward indefinitely - [ ] Add a right-side metadata and actions panel in the file preview page showing name, type, size, uploaded date, and buttons to add to the file library or move it. - [ ] Do not use category color for the selected state - [ ] Allow for multi select of categories - [ ] Show a toast with a progress bar when uploading files - [ ] File library, hide categories that are unused - [ ] Draw inspiration for file library from ReSend templates - [ ] Multi select to add categories in file library

Add logo.dev to grab companies logo and branding during the onboarding phase. (Color for signature generator and public pages (customer portal, KB, etc.) and more) store them on the tenant database. Also grab logos from companies using their domain to populate them for the company and users tables.

Optional ability to flatten and strip formating from emails. For example removing background color on texts and etc. Still maintaining the bullet lists and bolting but not size changes, and colors, etc.

You can not delete a domain if it is receiving tickets but the error message does not state that

* Create an automatic backup workflow in Supabase * Analyse what other systems do and implement similar methods

- [ ] Surfaces children companies - [ ] Better UI for parent / child companies - [ ] Ability to show tickets with child companies

Create a better flow as the current one feels clunky, possibly including a preview on hover as well as an easier way to get back. As well as allowing for cmd clicking.

Switching workspaces while on a specific contact should jump you to the contact overview page or other subpages so you are not in a new workspace seeing something related to another one

The workspace icon is not being used as the profile image in email platforms as expected. Expected behavior: * Outgoing emails should show the correct workspace icon where email clients support it. * The configured icon should be propagated consistently instead of falling back to a generic image. * Differences between email providers should be understood if some caching or platform limits apply. This issue is about the branding/avatar shown in email clients, not the in-app workspace icon itself.

- [ ] Implement a settings screen that lets me review which templates and uploaded files are linked to each workspace category. - [ ] When deleting a category show effected items and suggest migration - [ ] When a category is deleted instead of removing from templates or tickets or files it as it should be it now displays its UUID.

Implement bulk actions to mark multiple tickets as read or unread from the inbox list. Or changing status on multiple tickets at once.

Parent issue for the current set of knowledge base improvements. Using checklist since I ran out of issues maybe some can be a sub-issue. ## General improvements - [ ] Add a main image to knowledge base articles - [ ] Create knowledge base ideas for later writing - [ ] Improve knowledge base analytics ## Categories - [ ] Create a category while writing an article - [ ] Allow for creating a blog post with an empty category ## Publishing - [ ] Embed knowledge base in other websites - [ ] Allow for publishing knowledge base to public on a konekt.is domain - [ ] Add for custom white labeled domain to publish articles, e.g. client can setup help.{client_domain} - [ ] Publishing analytics (page views / read time / most popular / search analytics, etc.) ## From inbox - [ ] Quick add to knowledge base articles from inbox - [ ] Reference knowledge base directly from the inbox ## Questions when figuring out the pricing * Is it customer-facing? * Can customers search it? * Can companies customize its branding/domain? * Can articles have categories? * Can agents use it internally? * Are you planning for the AI agent to use the knowledge base? ## UI Inspiration 

- [ ] Show customer email profile picture in the inbox header / context menu

* Assignment routing based on category or scanning email or just workload * Smart suggestions for templates, if your write the same text often * Implement configurable AI usage alerts that notify super admins when a user or workspace exceeds a daily or monthly token threshold. * Add AI quota controls per workspace and per feature, including enforcement that blocks or rate-limits AI calls once the quota is reached. * Configure retention and aggregation rules for ai_usage_events so I can balance audit needs with database size and performance. ## Ideas from when figuring out pricing Suggested replies Rewrite/improve replies Summarize tickets Automatically categorize tickets Detect sentiment Extract information Automatically assign tickets Answer customers Use knowledge base Take actions through integrations Resolve tickets autonomously

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Customise that once submitted creates a ticket. Allow for customisation on what happens after completion, the fields, how they connect to Konekt data fields, etc. Then allow users to embed it as an iFrame to their own sites. Make sure that it is safe and secure and no one can "hack" their way trough it to access sensitive data, breach anything or any other security risks.

* Konekt powered live chat that people can embed to their sites * Possibly white label another solution if creating a custom one is difficult ### UI Reference: 

- [ ] Add both date and time not just date - [ ] Show a preview of the last message - [ ] Show a message count

* A lot that has to improve there * Integrate all defaults everything and make it customisable from the admin dashboard * Allow for changing members status * Add a clearer roles permissions editor in the Roles tab with per-field toggles and helpful descriptions. * Add a debug/admin screen to verify unread badge counts per tenant match the computed unread_ticket_counts and never cap unexpectedly. * See data last time an domain was used in ReSend

- [ ] Not clear enough what is account settings vs. workspace settings - [ ] Move account settings to another section of the app - [ ] Overhaul settings UI - [ ] Clear image on workspace profile is weird - [ ] Add copy for business hours similar to Cal - [ ] Not able to clear workspace profile picture (make it clear in the UI that it's an override) hide clear button if not overridden and write text explaining that it's an override to profile one ## Auto reply - [ ] Auto-reply controls to create a custom time frame - [ ] More user friendly auto-reply settings - [ ] When creating a auto-reply allow using a existing template - [ ] WYSIWYG editor for auto reply ## Channels 1. Improve the UI error messages when an address can’t be added so I know what to fix. 2. Add an address status panel showing inbound token, webhook status, and last sync time. 3. Add clear empty-state UI when a user has no accessible email addresses or when the selected filter returns zero tickets. 4. Verify tenant isolation by adding a test that confirms only admins can access email_addresses.inbound_token and members cannot. 5. No live update on the channels page ## Unorganized Settings tasks - [ ] Business hours default timezone GMT - [ ] Better hiding of DNS need to very want to see it if it is already verified - [ ] No auto update when adding email addresses - [ ] Enable Ctrl+S to save and Esc to discard changes on any settings tab with unsaved changes. - [ ] Add an audit log to my settings pages that records who changed what and when, including AI/credit-related updates. - [ ] Show a success toast after I save settings and an info toast when I discard changes. - [ ] Provide an “Undo discard” snackbar so I can revert back to the previous unsaved values right after discarding. - [ ] Ensure the unsaved-changes prompt also appears for browser back/forward navigation and direct external link clicks from settings pages. - [ ] Ensure leaving to an external link or opening a new tab from a dirty settings page triggers the Discard changes dialog and restores values if I discard.

* Delete loading toast not displaying * Soft delete when deleting ticket, wipe deleted tickets once a week * Add confirmation before all delete actions * Check if when deleting ticket I am deleting email * After deleting tickets stay on the table for a while

We want to migrate the database to a self hosted Supabase instance. This will allow us to scale better and more cost effectively. As well as allowing for easier connection while building the mobile App. ### Steps 1. ~~Make sure there are no unused table and if they are clean up the database, check if there are any tables that are not being used or configured improperly~~ 2. ~~Clean up test workspaces and tickets and stuff removing rows that are not needed, do this with a lot of care~~ 3. Create Supabase project 4. Migrate data to Supabase project 5. Connect Supabase API to Konekt 6. Switch over all functionality to reference Supabase 7. Remove current cloud features 8. Review security rules + RLS

Add a loading toast when bulk modifying / deleting

- [ ] Phone - [ ] Apple - [ ] Facebook / Instagram - [ ] Github - [ ] LinkedIn

- [ ] Add an activity log that records when elements are edited, reordered, hidden, or deleted (including who did it and when). - [ ] Make the activity log only visible by the owner and admin - [ ] Log the following events for edits, reordering, hidden, deleted, created - [ ] Knowledge base - [ ] File library - [ ] Templates - [ ] Contacts / Companies - [ ] Tickets created - [ ] Signature - [ ] Reports - [ ] Workspace settings - [ ] Custom statuses - [ ] Custom categories - [ ] Channels - [ ] Automations - [ ] SLA - [ ] Auto replies - [ ] Business hours

* Snooze features do not have live updates * Analyse other features and make sure everything live updates

Add full keyboard controls, for example enter to apply and tab to navigate also arrow buttons to navigate. Make sure it doesn’t disrupt already existing functionality

* Is it possible? * Ensure that the URLs in your email match the sending domain. Mismatched URLs can trigger spam filters: mailto:robert@kvasirlausnir.is

- [ ] When you paste a link it does not go out of the edit view immediately - [ ] Better linking behaviour in general - [ ] Analyse other apps and see who does it well

* Need a way to be able to delete / change more then 50 items at once, select everything matching a certain filter * Ensure bulk actions do not crash the app

* If multiple agents are working in the same inbox, showing: > "[Agent name] is viewing this ticket" * Show when someone is writing or viewing

- [ ] Ensure every icon-only composer button has an appropriate aria-label and is fully screen-reader friendly. - [ ] Add tooltips that also appear on keyboard focus (not just hover) for all inbox composer icon buttons. - [ ] Add a tooltip so I can see the full ticket subject when it’s truncated in the inbox.

- [ ] Add a confirmation step that shows which ticket becomes the main one and the exact tickets being merged before applying the change. - [ ] Display a clear banner or badge in the conversation header indicating the ticket has been merged and where the main thread lives. - [ ] Record an audit trail entry for every merge operation showing the user, timestamp, and merged ticket IDs.

Add a detailed preview in the deletion dialog showing exactly which tickets will be reassigned to which fallback status before I confirm.

Create a custom spam filter, look at how ReSend opporates in regards to spam, maybe not needed but could be useful

* Keyword tagging for analytics and % of emails by month showcased in a retention graph, for example if the word "Couldn't pay" or something like that

Show the contacts local time in the inbox view when working with multi countries, toggle-able or analysis in onboarding, not needed if all clients if it is always same country.

Add support for more languages in the dashboard. Starting with Icelandic. Create a lang file that is displayed on the admin dashboard so I can easily manage translations.

* Organize users into teams * Team only sees inbox for specific emails

Allow exporting data to comply with GDPR.

- [ ] Show what other users are viewing - [ ] Ability to see all comments without having to scroll the entire conversation - [ ] Live updates on what other users are working on similar to these references  

In this issue I will reference: * Konekt users = Customers of Konekt, the companys that use Konekt to talk to their clients * Clients = The clients of those Konekt users, the companies or users they serve, so this is both "Contacts" and "Companies" in Konekt ## Create portal pages * Allow clients to view all their requests, emails and statuses * Allow clients to write responses in the client portal instead of email * Allow clients to create new tickets in the client portal * Clients can control their preferences, update their information, etc. * The client portal would require some sort of authentication * View individual tickets and their history ## Controls for Konekt users * Control if they surface categories, for example types, bug, feature request, etc. * Control if the clients can respond in the client portal or just view * If clients can create new requests in the portal * Allow for custom styling and white label choices ## Other features * Connecting PM systems and connecting them with tickets so the clients can see both the status of the ticket but also status in the PM system. ## Backlog * Knowledge base that is only show for certain clients with a certain tag or something * White label on a custom domain

When a user submits their domain, automatically pull their branding. [https://brandfetch.com/developers](<https://brandfetch.com/developers>)

* Company AI stats (health, sentient (happy/positive, negative)) * Automatic analysis of customer happiness per ticket and overall

* Detect the language the emails are sent in * Add to contact database and display on contact page

A guide showing you steps either skipped or not in onboarding flow, for example customise footer, add logo, etc.

- [X] Add control to edit priority - [X] Allow workspace admins to toggle off priority

* Inbox resize is persistent between refreshes but not user sessions * Sometimes inbox sidebar changes width, possibly due to long subject name

The ability to merge two tickets into one conversation. Allowing you to choose which ticket is the "original" one, e.g. what email thread you are replying to. This has to be well thought out before implementation

Add app wide alert bar to notify all users if there is some problem

Add control to admin settings where they can define if the translation is done by default or if it should show original by default with a translate button for users.

If a ticket is sent in another language, then it would be translated with an icon showing it was translated and a button to show original language. The workspace admin can then define which languages should not be automatically translated. Default would be every other language then english and icelandic. The workspace admin can also define what language the text should be translated to.

- [ ] Inbox sort options newest or oldest first - [ ] Search bar in inbox - [ ] Status color dot is not updating colors if the colors are updated in settings

It does not show any bounce error message in the inbox. Here is an example: * ReSend id: 41344d9f-d53c-4c3b-a277-37beebb3e528 * Ticket id: TXT-03CFF * Tenant: florens * Inbox link: [https://app.konekt.is/florens/inbox?ticket=84FC9 ](<https://app.konekt.is/florens/inbox?ticket=84FC9>) Here is another one: * ReSend id: e228375e-4f56-4e71-b13e-52003581fe63 * Ticket id: TKT-225F8 * Tenant: checkit * Inbox link: [https://app.konekt.is/checkit/inbox?ticket=225F8](<https://app.konekt.is/checkit/inbox?ticket=225F8>)

- [X] Allow to show all instead of team in inbox view - [X] Allow adding a custom inbox tab with custom filter, for example adding a filter to see all closed tickets or something - [X] Limit the max to 3 active at a time but a user can create as many as they want

Do not just display a random ticket, instead show a fun message. The inbox is empty go take a rest or something along those lines.

When a subcategory is selected display it as “Parent → Sub” in the inbox header for the ticket also make it so the parent is always selected if a subcategory is selected

Create a folder system in the file manager, making it simple to create and organize files into folders.

- [X] Use ticket ID instead of UUID for inbox URL parameter - [X] Add unread badge in the workspace switcher - [X] Fix the need to refresh to see email after creating one under channels - [X] Email address needs refresh when using add domain button - [X] When creating a new workspace navigate to that workspace - [X] Show user already exists before showing password is weak, e.g. - surface the most important error causing the least amount of retries - [X] Shift click when selecting multiple in tickets or contacts list - [X] Auto select tomorrow at 08:00 when creating scheduled send with custom date and time

- [X] Pinned item in the sidebar should keep their icon not a pin icon - [X] Pinned items should be indented a bit - [X] When already in settings clicking a pinned item does not work

- [X] White header behind search - [X] Fix bug where you can close already closed tickets on the ticket page - [X] Fix spacing issues caused by edit icon - [X] Multi select for filters next to the search bar - [X] Add shift clicking functionality for the select boxes ### Filters & Search - [X] Add x to clear search input - [X] Add reset filters button - [X] Add sort controls in the table header, clickable so you can do ascending and descending - [X] When your filters do not match your current view, show the option to save current view to filter - [X] Ability to order filters - [X] Ability to edit filters, moving the delete icon in the edit popup - [X] In custom filters, add the ability to select multiple rather then a single option for status and assignee etc. - [X] Better UI and UX when creating a filter ### Ticket Table - [X] Remove the linked icon - [X] Show which contacts are in the ticket - [X] On ticket overview page it shows UUID instead of profile picture - [X] On ticket overview page when hovering the assigned user, display their name as tooltip

## Both pages - [X] Switch location of edit and delete button - [X] Make delete action a in app confirm instead of browser confirm - [X] Instead of a text field for country make a searchable dropdown populated with a list of countries - [X] Ability to upload logo or picture to both contacts and companies - [X] Add a white background to ticket list ## Contacts - [X] Show company name in the contacts table - [X] Extract email profile picture and put on contact - [X] Make company name clickable in the contact table - [X] Show multiple companies if a contact is connected to more then one ## Companies - [X] Allow for adding parent company to company - [X] Add default company email field - [X] Ability to mark contacts as primary contacts for the company - [X] Show tier in the company table - [X] Add revenue data to company, for now you can write it later updatable with connections - [X] Show which contacts were in a companies earlier threads without having to open them - [X] Make website link clickable ## Bug Fixes - [X] Sometimes contacts are not unifying and instead creating multiple instances of the same contact - [X] Sometimes companies are not unifying and instead creating multiple instances of the same company ## Other - [X] Add to workspace settings if they want to disable company tiers - [X] Preserve existing company tier values when tiers are disabled, and restore them when I re-enable tiers. - [X] Better search and filter controls for contacts and companies overview sites - [X] Sort by ticket count - [X] Show company total ticket count in table - [X] Show website without https:// and add an open in new window icon next to it - [X] Improve the UI and the UX on the search header on the overview pages ## UI Inspiration  

HubSpot tracking codes get surfaced as attachments in the inbox view. Containing a link with hs-service-engage.com and a string of letters and numbers. We want to filter them out so that they don't show in the inbox view. Can for example be seen in email with ReSend id: d0e54082-b23f-4187-a44c-e124c6355d3b

- [X] Better colors in regards to the light blue / too vibrant does not match the vibe - [X] Better dark mode theme (More clean, not as blue, make the internal comment composer same as internal comments in the feed for dark mode) - [X] Remove tag hover effect for SLA popup - [X] In progress in ticket table goes to two lines - [X] Make numbers easier to read (at least in the my / team / unnasigned)

* Create a signature generation, similar to [https://signature-crafter.lovable.app/](<https://signature-crafter.lovable.app/>)

- [ ] Currently it's CMD + B which is also used for bolding, make it CMD + SHIFT + B - [ ] CMD + SHIFT + I - Still toggles italics - [ ] Make sure CMD + SHIFT + B does not toggle bold

Functionality to create a new ticket sending an email from the tool, when creating a new ticket you can also put in a special field for the name of the ticket other then subject. Also you can control if you want to create it in the inbox or only get in the inbox after a reply has been received.

Adding resend MX records so that the API can get inbound email causes problems for normal email activity for the domain. We need to figure a solution to this so that a user can use the dashboard. I think a custom forwarding address per workspace is required, so creating a {workspace_slug}@konekt.is that an email can forward to is the best if not only solution.

When selecting reply all and reply, make it reflect in the to and cc. fields who the recipients are.

Incoming customer replies are showing earlier agent replies as part of the new customer message. Expected behavior: * Only the newly written customer reply should appear as the reply body. * Older quoted agent content should be excluded or collapsed appropriately. * The parsed message should reflect what the customer actually added in this reply. This is likely a reply parsing or quoted-content stripping issue.

This is referring to the workspace email sending a reply based 1. Make the default email the email the conversation was sent to 2. Make the filter dictate what the default sending email is 3. Add the whole email address in the filter 4. Allow the creator to select if it is a single user or a shared when creating it 5. When a user is onboarding they can choose, "Use email in Konekt" 6. Make it more difficult to switch between email forwarding and MX record setup, also move those settings above the list of emails

1. Make it more of a selection, so more like a toggle instead of tabs. ~~2. Also after verification of the sending hide the dns records but make it so you can view them by clicking a button,~~~~ ~~~~3. Move the toggle and delete into the accordion section.~~~~ ~~~~4. The disabling and deleting does not work, also add a confirmation when deleting.~~~~ ~~~~5. The sending MX record is also added in the inbound, that is not supposed to be that way.~~~~ ~~~~6. Move the verified (status) label to the right~~~~ ~~~~7. And apply other UI/UX changes that make sense in regards to this~~

@aevar said in [KONEKT-187](https://linear.app/bernburg/issue/KONEKT-187/restructuring#comment-a3dd5ce8): > Templates should be it's own page not a pop up > > Lets also work on the structure > > Main > --- > Inbox > Tickets > Contacts > Analytics > > Tools > --- > Knowledge Base (Add a beta tag next to this) > File Library > Templates > > Organization > --- > Team > Channels (also add channels back into settings with the other channels button being a quick link) > Settings

One user can have his own personal email and another his, allow also for a user to see his and the public email. For example User 1 can see his personal email user1@konekt.is but also the workspace email support@konekt.is and User 2 maybe can see personal email user2@konekt.is, and two workspace emails support@konekt.is and sales@konekt.is

They are either not saving or RLS issues

- [X] Add functionality to re-order statuses - [X] Allow for removing / hiding default statuses Custom statuses are implemented as named sub-statuses that map to one of the five core `ticket_status` values, so analytics, automations and RLS keep working unchanged. Admins add/edit/delete them in Settings → Statuses under each core status, and they appear in the inbox status pickers and the status badge.

1. The profile picture doesn't display in the sidebar 2. When clearing profile pictures they don't stay removed 3. After uploading I cannot upload another one 4. Not possible to upload picture to replace another picture 5. Are there more bugs?

When adding an attachments they don't come as actual email attachments but rather an inline link to the file. Make them send as attachments to emails but keep the other functionality, make it toggleable but with the actual attachments as the default

- [X] Fix alignment for the text and step indicators - [X] Where did you find us is missing the question - [X] Where did you find us should be skip not i'll do this later - [X] Add a copy button for the DNS on the name/host field as well

This is for Ævar not Lovable, he needs to review and fix the text

Make it visible when a draft is saved for a ticket in the inbox ticket feed.

Auto complete emails based on the contact book, so when typing an email address you don't need the full address. Also keep a ranking so commonly used emails are more likely to show up first if many emails start the same.

- [X] Change internal comments shortcut to CMD + SHIFT + I - [X] Align settings page with actual keyboard shortcuts - [X] Create a keyboard shortcut to assign ticket - [X] CMD + SHIFT + A = Assign to me, if assigned to me then it unassigns - [ ] ~~CMD + SHIFT + \[1,2,3\] = Toggle between inbox filter views~~ - [X] CMD + SHIFT + C = Close ticket - [X] CMD + E = Open category dialog - [X] CMD + SHIFT + Z = Undo change (only status or categories or assigne changes)

After changing the avatar once, attempting to change it again immediately can fail and block a new upload. Expected behavior: * Replacing an avatar multiple times in a row should continue to work. * The upload control should reset correctly after a successful change. * The user should not get stuck in a state where another upload is impossible. Likely causes include stale upload state, cached file input behavior, or incomplete form reset logic.

Input entered by the user is being cleared when switching between tabs. Expected behavior: * Unsaved input should persist while moving between tabs in the same flow. * Switching tabs should not wipe text, form values, or draft content unexpectedly. * If a reset is intentional in some cases, it should be explicit rather than surprising. This is a data-loss bug that affects trust in the interface.

1. Move templates from settings to the sidebar 2. Remove file library from SLA settings 3. Make SLA settings inline not display in a popup 4. Add channels to the sidebar 5. For the rest of workspace settings make the user be able to pin them to the sidebar, save it per user not per workspace

Invite functionality seems completely broken, there is no invite email ever sent, add the functionality make the status say pending until they join, update the user count on workspace database, style the email etc.

If selected all, you select the same tickets after switching views, possibly causing confusion and accidental errors by users

Improve the template variable system so it is more useful and flexible in real workflows. Scope: * Expand what information can be inserted automatically. * Make the variable experience easier to understand and more reliable to use. * Use the child issues here to cover specific additions and ideas. This issue is about improving the capability, not just fixing the current bugs.

Add a way for a user to remove the current profile picture and return to the default avatar state. Expected behavior: * A visible control exists to clear the avatar. * Clearing the avatar updates the UI immediately. * The system falls back to the default avatar without leaving broken image references. This should sit alongside the existing avatar upload/change flow.

Send out emails a few seconds (maybe 2 or 3, not sure about the best timing) after pressing the send button allowing the user to have some time to press and unsend button, maybe a toast that displays inline so that if they send by mistake. However make sure it does not reduce user experience.

Reordering and adding / removing tabs

Workspace admin can set rule for single or multi tags

Change auth screen UI to closer look like the screen shot while following Konekt UI guidelines 

* Assign → Action needed from agent * Sent reply → Waiting for reply * Received reply → Action needed from agent * Other?

Allow workspace admins to set auto reply to first email also define if it's only active at certain times / days

Effects SLA and automatic reply controls

Quoted previous emails and signature/footer blocks were not being collapsed reliably in the conversation view, and a duplicate `...` toggle button was rendering when collapsed. **Fix** * Tightened regex-based detection so quoted history and footers consistently collapse * Removed the duplicate `...` toggle so only one renders **Files** * `src/components/inbox/InboxConversationView.tsx` Related: [KONEKT-50](https://linear.app/bernburg/issue/KONEKT-50/keep-expand-dots-placement-consistant) (consistent placement of expand dots across surfaces).

Auto-save in-progress replies and new messages locally per conversation so they persist across tab switches, page reloads, and browser sessions — similar to Gmail drafts. **Behavior** * Persists composer content keyed per conversation in localStorage * Shows a subtle "Draft" indicator while a draft exists * "Discard draft" button to clear **Implementation** * New hook: `src/hooks/useDraftPersistence.ts` * Wired into `src/components/inbox/InboxConversationView.tsx`

Allow images to be inserted inline within the compose editor, similar to common email clients like Gmail. Expected behavior: * Images can appear inside the body of the composed message instead of only as attachments. * Placement should follow the cursor position or another clear insertion point. * The editing experience should remain smooth when adding, removing, or rearranging inline images. The goal is a more flexible and familiar email composition experience.

Improve slug formatting during onboarding so names with special characters are converted into clean, predictable slugs. Examples: * `í` -> `i` * `þ` -> `th` Expected behavior: * Special characters are normalized instead of producing broken or awkward slugs. * The generated slug remains readable and stable. * The onboarding flow should make it easy to understand what the final slug will be.

Allow statuses to be more customizable. Likely goal: * Support workflows that need different status names or stage definitions. * Make status configuration flexible enough to match different ways of working. Expected result: * Statuses are no longer fully fixed. * The configuration model remains understandable and does not make the UI harder to use. * The product still has sensible defaults for teams that do not need customization.

Add a shared place for commonly used files and images. Likely goal: * Make reusable assets easy to access without uploading the same content repeatedly. * Support common image or file reuse during ticket handling and communication. Expected behavior: * Frequently used assets can be stored and selected again. * The flow is faster than re-uploading every time. * The result fits naturally into the existing compose or reply experience.

Fix workspace URLs so they follow the intended `konekt.is/[name]` pattern consistently. Expected behavior: * Workspace URLs are generated correctly from the workspace name or slug. * Routing resolves the expected URL shape without broken paths. * The displayed URL and the actual destination stay in sync. This likely touches slug generation, normalization, and route handling.

Separate user-level preferences from workspace-level settings. Goal: * Settings that belong to an individual user should live under user settings. * Shared workspace configuration should remain under workspace settings. Expected result: * The settings structure is easier to understand. * Personal preferences no longer feel mixed in with organization-wide controls. * Ownership of each setting is clearer from the UI.

Replace the generic label `Customer context` with the actual customer name. Expected behavior: * Where the UI currently shows the static text, it should instead display the relevant customer name. * The fallback should remain sensible when no customer is linked. * The result should feel specific and contextual rather than generic. This is mainly a clarity and polish improvement in the customer-facing or support workflow.

Improve how earlier conversations are surfaced so historical context is easier to review. Expected behavior: * Past conversation history is easier to find and scan. * The UI gives useful context without overwhelming the current thread. * Relevant earlier messages, threads, or summaries can be understood quickly when handling a ticket. The goal is faster context recovery when returning to an existing relationship or repeated issue.

Rework the tickets tab so it becomes a clearer and more useful place to manage conversations. Scope: * Improve the main list view for scanning and acting on tickets. * Make row actions, selection, navigation, and search feel intentional. * Use the related sub-issues here for targeted improvements such as sorting, row actions, search by ticket ID, and removal of unnecessary controls. Expected result: * The tickets tab feels cohesive, faster to use, and easier to understand at a glance.

Make it visually obvious whether a ticket currently needs attention. Signals to represent: * Unread activity. * Missing reply or a state where follow-up is expected. * A clear distinction between tickets that are waiting and tickets that require action now. Expected result: * The list can be scanned quickly. * Attention-worthy tickets stand out without overwhelming the rest of the UI. * The visual logic is consistent and easy to trust.

Adjust the default UI scale so it feels closer to about 90% on a laptop. Goal: * Fit more useful information on screen without making the interface feel cramped. * Improve the default viewing experience on common laptop screen sizes. Expected result: * Density feels slightly tighter and more efficient by default. * Text and controls remain readable and usable after the change.

Allow people to be added to or removed from cc for the relevant email or conversation flow. Expected behavior: * Additional recipients can be included in cc when needed. * Existing cc recipients can be removed before sending or when editing the draft. * The UI should make it clear who will receive the message. The goal is to support a familiar email-style workflow without making recipient management confusing.

Use the date of the most recent email instead of the generic last-updated timestamp in the relevant ticket list or detail surface. Expected behavior: * The displayed date reflects the last email activity that matters to the conversation. * Internal updates that are not email events should not make the conversation look more recent than it is. * Sorting and scanning should better match how recent the customer interaction actually was. This should make ticket recency feel more truthful and actionable.

Build out the rich text compose experience for writing messages. Likely scope: * Support formatting that is useful in real email-style composition. * Make editing feel stable and predictable while writing and revising content. * Leave room for related enhancements such as inline media and template-driven content. Expected result: * Composing rich text feels polished enough for everyday use, not like a plain textarea with partial formatting.