121 results found
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Autocomplete email addresses when you create a message, add a cc/bcc or change the to field
You're creating a manuel ticket, adding a cc/bcc or changing the "to" field. You start entering an email address. It would be helpful (and save time) if the system would auto-suggest from your existing users.
9 votes -
Quick link feature – for inserting a document's public URL
What would be great is if you are writing content, you could click the "link" icon and be able to search existing front end links on your site. This would allow you to easily insert links and save a lot of time!
11 votes -
Copy and paste images
Would be great if I could just paste images into text areas instead of the multi-click process for uploading and attaching them.
24 votes -
Apply rules to existing tickets
It would be useful to have rules that can apply to existing (and future) tickets.
For example, I'd like a rule that automatically sends a message to a ticket submitter when their ticket is being closed.
Another rule could be sending an auto-reply when the ticket’s assignee is changed. For example, “Your message has been forwarded to R&D Department and will be handled very soon!”
9 votes -
allow flex agents
Could you change the "admins settings " function so that it's possible for me to register agent logins for all my co-workers (to see personal stats over time) but then just bring in a smaller number of them as active during a certain time - so that in theory people could rotate in and out of managing the support queue on a daily (or even hourly) basis?
Clarification: At any point in time I could have 1-5 ACTIVE admins and my owner account would pay for only that number of users. The rest of the registered users would be in…
5 votes -
allow canned responses to be ordered
We make good use of unpublished articles and canned responses in the ticket system.
This is not as efficient as it could be when you have more than a handful of canned responses. We tried using titles like: "A - ..." or "01 - ..." but that doesn't work and is a hack anyway.
Ideally you should be able to configure the order of canned responses in the dropdown.
8 votes -
When a user submits a ticket, only show articles in Instant Answers
If a user starts typing up a support request, they will see both articles and ideas in the Instant Answers results.
Sometimes 7 ideas, that aren't really relevant will show up and the 1 article that could answer their question is buried and easily overlooked.
It would be really nice to be able to limit it to just articles as Instant Answers for support requests.
4 votes -
2 votes
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Split a ticket
It would be great if we could split a ticket. Often times a client simple responds a previously closed message and reopen it with a completely different problem.
8 votes -
Auto-respond to email-based feedback with KB results
Basically, we want users to be able to help themselves as much as possible. Having the auto-suggest feature when submitting feedback via the JS widget is great, but it doesn't help anyone that emails directly.
It would be cool to:
- Be able to setup an auto-responder in general (so people know their email was received)
- Be able to respond with KB results based on the subject / text of the email.
- Be able to only auto-respond if a KB result has a high-likelihood of answering the question (this one is tricky unless you have existing heuristics)
It does kind of…
2 votes -
HipChat Service Hook—Be able to send notifications when tickets are added to a specific queue
Right now you can push notifications to HipChat for new tickets and new ticket replies. It would be great if you could also send notifications when a ticket is assigned to a specific queue. So you could notify the "Sales" room in Hipchat when a ticket is assigned to the Sales Support Queue.
3 votes -
Canned Response metrics/reporting
When trying to see how often we answer the same question, I want to be able to see how many times a canned response is used over a given time frame, so that we can determine which issues we could address to reduce support requests and help users faster.
7 votes -
Improve the HTML editor dramatically
The limitations in the HTML editor make editing the knowledgebase very difficult, it takes very long and the results are very amateur,,, more editing tools are necessary...
9 votes
Magnus Runolfsdottir
responded
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Offer a follow up survey for tickets or integrate with a survey tool
Kudos are great, but sometimes don't give enough information. It would be great if admins could send a survey to users (who submitted tickets) directly, or if you offered integration with tools like Zoomerang.
8 votes -
Allow canned responses and auto-replies to include variables, such as {customer_name} or any custom field
%X% should grab the value of X from any custom field we created. For example, in our help forms, we ask for the users name and we pass this data to your system. I'd like to be able to then pass on that name into a canned answer. So "Hey %name%" in the 1st line of a canned answer would show as "Hey Bob,"...
19 votes -
Add follow-up actions to tickets
What would be helpful is a “follow up in” action, which would remind agents to ping the customer again in X days after the ticket is closed. Use cases are like:
after the problem is resolved, write back in 1-2 weeks with something like “Things still working fine? Any ideas/suggestions?”
if investigation is done, but the problem not yet resolved, write back every couple of months to give an update on our plans (and, again, ask for ideas or suggestions)
13 votes -
Option to include customer's ticket number in the subject line
This would be especially helpful for Admins who provide more than just email support. If a user submits a ticket and then calls, it would be great if they had the ticket number for reference. This would make it easier for the support staff to quickly access the ticket.
Also, some users are reporting issues to their superiors and being able to have ticket numbers for reference would help greatly. Especially, since many may have multiple tickets open at once.
This wouldn't necessarily be a good fit for every business, but it would be nice to have the option to…
8 votes -
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 -
Integrate with Olark
Integrate with Olark chat so that we can create and track support tickets in an on-line chat and to be able to use standard canned answers not just in support tickets but also in an on-line chat
7 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
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