98 results found
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Automatically assign manual ticket to creator
When an agent creates a ticket, automatically assign the ticket to the agent instead of the unassigned queue. I have all my agents receiving alerts from the unassigned queue, and I don't want them all CC'd on emails because an agent forgot to fill in the Assigned field.
2 votes -
Be able to add a canned response to a note
Sometimes you need have a template you would use within a note. It would be great if you could create a canned response for that template, and then insert it in a note.
1 vote -
Integrate with CapsuleCRM
Can you create a link to CapsuleCRM this would be very useful.
0 votes -
Manually order tickets within a queue
Admins need to prioritize a list of tickets. Being able to do this manually (like you can with articles and topics) would let an agent quickly prioritize a queue for themselves and other agents on the team.
1 vote -
Notify admins when replies to a user bounce
- Admin responds to a ticket
- The email to the user bounces
- Admin has no way to see this in the admin console, and doesn't realize it's bounced
Need to notify admins that the reply to the user bounced, so they know they need to find another way to follow up with the user.
7 votes -
Run ticket rules on ideas converted to tickets
When an idea is converted to a ticket, it should still respect the rules of ticketing.
0 votes -
Ticket lists - sort:wait should be the default
Make sort:wait the default for tickets in both "Unassigned" and "My Tickets" views.
2 votes -
Allow threads to be "stickied". "Flag idea as inappropriate" is being abused.
Spammers and trolls are routinely 'flagging' threads to sabotage our efforts. Please help. Thank you.
0 votes -
sort:wait time doesn't provide a logical sort order to tickets that have been responded to by an admin
We often submit admin responses to tickets without the issue being resolved, so the user is still "waiting" for a solution in a sense.
When you sort:wait, tickets with admin responses are at the bottom, sorted in no particular order.
While these tickets don't have a "wait" value, it is confusing that they are included in a seemingly random order.
Ways to deal with this:
Don't include tickets with an admin response in sort:wait. But if you use sort:wait order:asc, include tickets with admin responses in a logical order, ideally interspersed with tickets that are waiting, prioritized by message time.
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0 votes -
Tag tickets with multiple values (on the same field)
Sometimes you get a ticket, and you want to tag it with multiple values for the same custom field.
Say you have "product area" and the user writes in about three different things. You want to track how man areas of your product the ticket covered, but have no way to. You can only choose one value.
Would like to be able to tag a ticket with multiple values.
4 votes -
Report on and drill into topics based on input source
Report on and see which topics are created from the site, widget, and apps.
0 votes -
Provide way to track ticket resolution
There's no way to reliably track when a ticket is resolved. Two examples...
User writes in -> Agent responds -> User writes back to say thank you -> If the agent just says you're welcome, suddenly it doesn't count as a first contact resolution, even though it was.
User writes in -> Agent responds -> They go back and forth and resolve the issue in 2 days. User writes in about separate issue 2 months later on the same thread. So now it looks like it took 2+ months for the agent to resolve the issue.
4 votes -
Export full message thread/conversation
Right now you can export messages, but that only includes the users original message. It does not include the full thread.
5 votes -
Collapsible Markets
Tickets are assigned to Markets/Languages It is inconvenient to search for your market with 30+ markets from Australia to Sweden. This becomes very frustrating when jumping back and forth from one category to the next. I.E. Norway, Sweden, My Tickets. Including collapsible Categories would be ideal for the user who just wants to see for Example, My Tickets, Norway, Sweden.
0 votes -
Search tickets by number of responses
Allow a search parameter for tickets on the number of responses.
i.e.: I would like to find tickets with more than 5 responses.
1 vote -
1 vote
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Add more robust options for font, style, size, underline etc. when composing a ticket
When instructing on technology to customers it helps to be able to emphasize particular words or phrases. This would be much more user-friendly for our clients! Thank you
7 votes -
Filter/sort articles when inserting a canned response
When inserting a canned response into a ticket, I want to be able to filter by a specific topic, specify a sort order, and filter by other traits so that I can find the article I’m looking for faster.
10 votes -
Be able to require admins to fill out a custom field before they can answer/close a ticket
You can require users to fill out custom fields. But it would nice if you could require an admin fill out a custom field before they could respond to or close the ticket.
It can be easy to forget to fill out a custom field when answering tickets, but that data is extremely important for reporting purposes.
4 votes -
Macros – for inserting canned responses and updating fields
We often need to send in canned responses. Often we also need to fill out the same ticket field options to categorize those tickets. Those of us that have learned about hot keys can't imagine living without them.
9 votes
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