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  1. 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

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    4 comments  ·  Other  ·  Admin →
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  2. 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

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    7 comments  ·  Other  ·  Admin →
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  3. 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

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    3 comments  ·  Other  ·  Admin →
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  4. 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

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    5 comments  ·  Other  ·  Admin →
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  5. 7 votes

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    5 comments  ·  Other  ·  Admin →
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  6. 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

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    Gathering feedback  ·  0 comments  ·  Other  ·  Admin →
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  7. 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

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    2 comments  ·  Other  ·  Admin →
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  8. Email forward to ticket

    Allow an option to forward an email into the system to make it a ticket, perhaps it could be a special email address so that you can either forward a mail as now or send it in and make it a ticket.

    9 votes

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  9. The current rules functionality is too limited to filter most spam. The only fields we can match are:

    • Contact email (useless because of spoofing and because spammers can change domains as many times as they want)
    • Message subject (somewhat useful for spam written in Western alphabet; useless for spam written entirely in Chinese, which is what I'm buried with)
    • Message text (see above)

    Additional useful match fields would be:

    • Destination address
    • Message HTML (potentially useful if you can't match by message text, see below)
    • Additional email header fields

    Furthermore, the only matches are "includes" and "does not include". Useful spam…

    9 votes

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  10. 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

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    2 comments  ·  Other  ·  Admin →
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  11. 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

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  12. Looking at tickets by browser version would streamline the validation of user reported bugs. Retroactively searching through tickets to find the ones with the same browser OS combo is very slow. The browser data is already there for a subset of tickets, adding a search filter for these tickets would be helpful.

    2 votes

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  13. 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

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    0 comments  ·  Other  ·  Admin →
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  14. 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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    Started  ·  0 comments  ·  Other  ·  Admin →
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  15. I'm addicted the iPhone app Mailbox which allows me hide an email for X amount of time before it reappears in my inbox. It would be great to have similar functionality for tickets in ZenRep.

    It would generally be great for any ticket that is time based and needs some kind of future follow up.

    My particular use case:
    I've corresponded with a customer about their order and it will ship out 3 days from now. I would set the ticket to reopen after 3 days.
    ... three days later ...
    The ticket reappears in my open tickets and I…

    6 votes

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  16. When you respond to an idea it either defaults to your ticketing email address (if you have Helpdesk too) or no-reply.

    This means if you don't want to use the default no-reply, or a ticketing email address, you have to manually enter the address...every time.

    This gets time consuming, and super frustrating for admins every time they want to update a status.

    Ideally, each admin would be able to set a default "reply-to" address for when they respond to feedback. At the very least, you should be able to set a default reply to address just for feedback and status…

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  17. When support tickets come in, the ticket generally needs an action of some kind performed by a member of our team in order to close out the ticket. So for instance:

    1) Customer Johnny Appleseed writes, "Hey the product I got from you guys didn't come with batteries, this is bleeping ridiculous!"

    2) Our wonderful customer support rep Bethany responds, "No problem, we'll send those out right away!"

    3) Bethany then assigns the ticket to our guy Jake in shipping to send out some batteries to Johnny.

    The problem here is that poor Jake also has 10-15 other random…

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  18. If you are going through a list of tickets, you need to flag some as high priority. You can do this with custom fields, but then other admins have to pull it up in a custom search or open the idea to see the custom field value.

    It would be great if you could flag or star a ticket (like you can gmail), so that other admins can see at a quick glance which tickets need to be tackled first (without having to open the ticket or do a custom search).

    6 votes

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    2 comments  ·  Other  ·  Admin →
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  19. Responses to messages are sent via email to our end-users. It would be very good if we could customize those emails via templates. Ideally, we could customize header, body, and footer sections, and would be able to include our own custom HTML code in all those sections.

    3 votes

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  20. I need a way to 'undo' a ticket reply -- similar to Gmail's 10/20/30 second undo feature.

    Sometimes when I reply to a support ticket, I think of something else I want to add in the reply... Too late, I already hit 'send' to the customer.

    7 votes

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    1 comment  ·  Other  ·  Admin →
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