98 results found
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Add the Average First Response Time in the Ticket Insights
In the Ticket Insights, add an Average First Response Time indicator. We often have longer response times for the second or third response to a ticket, but we would like to have a short initial response time. This indicator would be really helpful for us!
5 votes -
Be able to search CC, BCC and the address the ticket was sent to
You can search who sent the ticket, but there is no way to search the CC or Bcc field, or even search based on which email address the ticket was sent to.
It would be helpful when trying to locate specific tickets OR organize them.
7 votes -
Make it easier to see which tickets Kudos came from
Make kudos in the dropdown clickable so you can see what ticket the kudos came from
3 votes -
Customize (or disable) the Thank You screen shown after a user gives kudos
When a user gives kudos, they are taken to a thank you page.
Being able to customize this to take the user back to the company website would be ideal. For example, what if the user submitted a ticket via the widget and never went to the site. They might be confused to land there.
Also, the link text uses the company name, so the user would probably expect to be taken to their website and not back to the site.
2 votes -
Be able to export ticket details, like the referrer field
Valuable information is collected in ticket details like the referrer field, IP address, channel and so on. It would be really useful for reporting if you could export that data as well.
So you could track which pages the most tickets come from.
3 votes -
Save contact changes in the message if you navigate away and return
Currently if you change the To field at the bottom of a ticket, navigate to another page, then return, the changes aren't kept and it reverts back to the original contact details.
If you change the To field at the top of the ticket the change does stick though regardless of page changes.
This is intended in case someone comes back to the ticket after some time and forgets the added/changed contact details then sends the reply to contacts they didn't actually want to send it to in the end.
This idea is here to open up discussion for anyone…
2 votes -
Be able to uncheck "Include ticket thread" by default
Right now, "include ticket thread" is checked by default. It would be great if you had the option to have it turn off by default.
If you don't want users to see all previous messages (like if another team member sent in a message on the thread), you have to remember the uncheck the box each time you send a reply.
1 vote -
Show in ticket details if a user is using Compatibility Mode in IE
Right now, if a user is using Compatibility Mode, it will show their browser version as IE7, even if they are using IE9 or IE10. This can be confusing from a support perspective because you don't get a clear picture of the browser version they are using.
It would be helpful if the ticket details would also show if the user is using Compatibility Mode, so admins know when answering a ticket.
1 vote -
Ability to add labels or colour code tickets
It would be great to be able to highlight or label tickets for future reference. Like Post-It flags for the ticket interface. Set up colour (or shape?) options for things like "to follow up" or "awaiting customer response" would really helpful for quick navigation and acts almost as a silent alert system.
8 votes -
Differentiate between an email reply “canned response” and an inserted article (which is written differently)
Right now, the "canned response" system enables insertion of text which are knowledge base articles (publiches) and also canned responses (not published).
The way a support ticket is replied to and the way a knowledge base article is written is different.
I think it would be better if canned responses and knowledge base articles were differentiated and used in a separate menu as it would be make it easier and more efficient finding the "Email reply" canned responses and inserting the knowledge base articles.
3 votes -
The "include ticket thread" option should do what it says
The "include ticket thread" option should do what it says and include the thread for any recipient, not just CC'ed recipients.
If you want to send the ticket to a new recipient for example - it's logical that ticking this box would include the full thread for them.
7 votes -
limit agents to only see tickets assigned to them
For privacy reasons, we should be able to restrict agents to only see tickets that are assigned to them.
Likewise, we should be able to assign agents to queues. And only the queues that are assigned to agents should appear to the agents.
7 votes -
Be able to apply a rule based on User or Account traits
It's great that you can now Identify users with the ZenRep widget. It would be really helpful if you could also apply rules based on User or Account traits passed.
4 votes -
7 votes
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Provide historical knowledge base analytics for more than the past month
Provide historical knowledge base analytics for more than one month. I want so see the performance of our articles over their entire history, not just for the last 30 days.
3 votes -
Be able to answer a ticket, but keep it in it's existing queue
Sometimes an agent needs to follow up on a ticket in a queue, but doesn't want the ticket assigned to them. This requires them to assign it to themselves, answer and than assign back to the queue.
It would be nice if you had the option to answer a ticket without it being assigned to you, so it would stay as a ticket in that queue.
0 votes -
Schedule reminder to address specific tickets
Please can we have the facility to either have a reminders tab/calendar, or the function to schedule tickets to return to our 'inbox' after a set number of hours/days.
2 votes -
Automatically BCC all replies to a customer to an external email address
A customer would like to see this option so that their supervisor can double check their responses for QA due to legal restrictions on what they can and can't say to customers.
3 votes -
Show that someone else is looking at a ticket (enhance current collision detection)
It would be great if, in addition to your current collision detection you could see an indicator in tickets and ticket search results that someone is looking at a ticket.
In Zendesk you can see who is even looking at a ticket either in the different ticket views or when you are in the ticket itself. This is live-updated so you could see as soon as someone comes and goes from what you are looking at. Freshdesk do a nice job of this too.
This way you can skip even looking at / reading a ticket and deciding if you…
2 votes -
When viewing 'All Articles' show the topic for the article.
When you bring up the list of 'All Articles' the resulting list is very confusing since there is no context for the article name.
Now it shows up as
- Question #1
- Step #3
[etc]I would like it like this.
[FAQ] Question #1
[Tutorial] Step #3
[etc]Sort by Topic of course. Then the subject will actually make sense all by itself.
0 votes
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