98 results found
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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 -
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 -
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 -
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 -
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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Allow discussions of new topics, but not the creation of new ones
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
Selina Lehner
responded
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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 -
Filter/sort articles when inserting a canned response
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 -
10 votes
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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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Macros – for inserting canned responses and updating fields
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 -
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 -
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 -
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 votesMagnus Runolfsdottir
responded
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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 -
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 -
Ability to add labels or colour code tickets
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 -
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 -
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
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