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  1. It would be helpful to be able to search tickets by referrer URL, to give an idea of what kinds of questions are asked from certain pages

    2 votes

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  2. 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

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    3 comments  ·  Other  ·  Admin →
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  3. 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

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    0 comments  ·  Other  ·  Admin →
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  4. 1 vote

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    1 comment  ·  Other  ·  Admin →
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  5. With the Salesforce integration it pushes all tickets to Salesforce going forward. But it doesn't sync past tickets.

    So all tickets that came in before the integration are not pushed to Salesforce. It would be great if you had a way to sync past tickets with Salesforce.

    0 votes

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  6. 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

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    4 comments  ·  Other  ·  Admin →
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  7. 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

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    2 comments  ·  Other  ·  Admin →
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  8. 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

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  9. All outgoing emails are signed with default DKIM keys. It would be great if admins had the option to sign out going emails with their own DKIM keys.

    16 votes

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  10. 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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    5 comments  ·  Other  ·  Admin →
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  11. 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

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    1 comment  ·  Other  ·  Admin →
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  12. 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

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    0 comments  ·  Other  ·  Admin →
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  13. Make kudos in the dropdown clickable so you can see what ticket the kudos came from

    3 votes

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    2 comments  ·  Other  ·  Admin →
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  14. 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

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    0 comments  ·  Other  ·  Admin →
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  15. 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

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    1 comment  ·  Other  ·  Admin →
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  16. 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

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    1 comment  ·  Other  ·  Admin →
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  17. 0 votes

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  18. 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

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    4 comments  ·  Other  ·  Admin →
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  19. 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

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    0 comments  ·  Other  ·  Admin →
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  20. 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

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    2 comments  ·  Other  ·  Admin →
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