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  1. 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

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    37 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  2. 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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    10 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  3. 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

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    13 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  4. 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

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    18 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  5. 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

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    24 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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    Garrick Sawayn responded

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  6. 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

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    18 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  7. %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

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    13 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  8. 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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    7 comments  ·  3rd party email  ·  Flag idea as inappropriate…  ·  Admin →

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  9. 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

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    11 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  10. 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 votes

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    37 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  11. 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

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    6 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  12. 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

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    5 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  13. 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  ·  Flag idea as inappropriate…  ·  Admin →

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  14. 10 votes

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    0 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  15. 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

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    20 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  16. 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  ·  Flag idea as inappropriate…  ·  Admin →

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  17. 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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    3 comments  ·  3rd party email  ·  Flag idea as inappropriate…  ·  Admin →

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  18. 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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    2 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  19. 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

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    4 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  20. 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

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    3 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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