98 results found
-
Add full-text searching for tickets / notes
Adding full-text searching support would greatly help us find tickets with similar issues from clients in the past. Ex: searching for a specific error code could easily help us identify recurring issues.
9 votes -
Ability to rename the subject of a message
It would be very useful to be able to rename a message when the title is wrong or meaningless. This saves time later down the road.
It would be nice to be able edit the subject line of the ticket.
27 votes -
Add 'how do you feel?' emoticons to feedback tab
One thing I like is the ability for customers to illustrate their emotions when leaving feedback or support. Would be great if this could added to the feedback tab/widget.
3 votes -
10 votes
-
Automated round-robin assigning of tickets
At the graduate school we have a team of three people doing triage on new tickets. They either answer or assign them to a specialist. One of the three acts as team lead and assigns one-third of the tickets to each of her teammates. During the height of application season this could be a few hundred tickets every morning. All of this work could be avoided if a rule could be created to assign the tickets round-robin to these team members as they are received.
9 votes -
Easily see on one Admin screen who has been assigned a ticket
Instead of having to click on each ticket to see who has been assigned a ticket... I wish there was a one page view to see who has currently been assigned a ticket at a glance.
2 votes -
4 votes
-
Send reminder to admin about ticket
Sometimes one of the admins might forget to reply to a raised ticket. It would be very helpful to be able to send the assignee a reminder about the ticket.
5 votes -
2 votes
-
Time-based rules for messages
It would be nice to have the option to trigger a rule based on time/date. Would be very useful for Auto responders. Say our office hours are Mon-Fri, so no the weekend I would like a different message to go out.
22 votes -
Enable Users To Print A Ticket - Printer Friendly Option
There are occasional needs to print tickets. The current frames format make printing just the contents of the ticket difficult.
I would recommend that you add a "Printer Friendly" option to the pull down menu associated with each ticket. When selecting this option, a new window would open with the ticket in a printer friendly format.
5 votes -
Create a share buttons for all the content that get displayed on the facebook app.
Have the share button point to the URL. Basically so facebook users can post their content to their own facebook wall.
2 votes -
Allow end-users to log in and see their messages
A user can contact us but how can a user see which of his messages are open, or what the status is of his submitted topics is?
12 votesWe’re excited to start digging into solutions to this problem more. Be on the lookout for updates soon.
-
Customize the agent name on the auto-response
When you reply to a ticket, your replie name is always "Support Request". You should be able to change this to something more personal to your company e.g. Your Company Support
2 votes
Kendall Stanton
responded
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Huius ego nunc auctoritatem sequens idem faciam. Praeclare hoc quidem. Duo Reges: constructio interrete. Quis hoc dicit? Quis est tam dissimile homini. At enim hic etiam dolore.
-
Open source the translation system
Offer developers an easy way to translate their content.
2 votes -
Merge messages from the same source
Sometimes a user pulls out the part of the email we parse to thread messages, and their reply comes in as a separate thread. Or they just send responses as new emails. Having the ability to merge two threads from the same user would be ideal.
52 votes -
Allow us to turn Twitter mentions into messages
Pipe in what people are saying about us on Twitter in the Admin Console - and allow us to turn them into proper messages
10 votes
Magnus Runolfsdottir
responded
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sit enim idem caecus, debilis. Confecta res esset. Sed haec in pueris; Zenonis est, inquam, hoc Stoici.
-
Allow discussions of new topics, but not the creation of new ones
We would like to see customer response, but don't want to get entirely new topics. Can you please make it possible for users to comment on topics we create/import, but without letting them add new ones?
12 votes
Selina Lehner
responded
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Dici enim nihil potest verius. Qualem igitur hominem natura inchoavit? Equidem e Cn. Duo Reges: constructio interrete.
- Don't see your idea?