121 results found
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Convert Facebook messages
add Facebook fan page channel(s) to be able to reply to the messages and convert messages
8 votes -
Keyboard shortcuts
keyboard shortcuts are so important for those of us who spend all day on the platform. Do these already exist and I just can't find them?
21 votes
Garrick Sawayn
responded
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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
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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
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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
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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 -
Support HTML based auto-reply e-mails within Setting/tickets/RULES
Within Setting/tickets/RULES, you can set auto-reply based on certain rules.
There should be a way to enter HTML so the e-mails can be A. Branded B. Have LINKs embedded into text.For e.g. to avoid ugly links like : Click here to track a package http://www.xyz.com/track-a-package/
and replace ugly links with as a link in itself.20 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 -
Have different Custom Fields On Different Widgets
You have given us the ability to add "Custom" fields to our widgets which are great but the only problem is, once you create a custom field it displays on all widgets.
I have created several different widgets to use on different areas of my site and I was hoping I could have had a different custom field for each widget e.g.
I have a "Report" button which I only want a "Custom Field" drop down to only show "Report" related stuff.
On another page, I only want to have a "Custom Field" with just "Advertising" related drop down.
So…
9 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.
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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
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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 -
Merge duplicate tickets from different sources
Sometimes people send multiple tickets saying the same thing
Notes:
* Probably only works if the creators of each ticket are watchers/CC's in the other ticket
* Messages are combined and sorted chronologically
* Tags are combined
** Namespaced tags are kept for the "winning" ticket
* The creator of the "winning" ticket is used, other CC's/watchers are combined
* Assignee, priority, status, etc., are kept for the “winning” ticket.5 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
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