121 results found
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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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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 -
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 -
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We make good use of unpublished articles and canned responses in the ticket system.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 -
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 -
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 -
Convert Facebook messages
add Facebook fan page channel(s) to be able to reply to the messages and convert messages
8 votes -
Notify admins when replies to a user bounce
- Admin responds to a ticket
- The email to the user bounces
- Admin has no way to see this in the admin console, and doesn't realize it's bounced
Need to notify admins that the reply to the user bounced, so they know they need to find another way to follow up with the user.
7 votes -
Add more robust options for font, style, size, underline etc. when composing a ticket
When instructing on technology to customers it helps to be able to emphasize particular words or phrases. This would be much more user-friendly for our clients! Thank you
7 votes -
Be able to search CC, BCC and the address the ticket was sent to
You can search who sent the ticket, but there is no way to search the CC or Bcc field, or even search based on which email address the ticket was sent to.
It would be helpful when trying to locate specific tickets OR organize them.
7 votes -
The "include ticket thread" option should do what it says
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 -
limit agents to only see tickets assigned to them
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 -
7 votes
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10 second Undo button for ticket replies
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 -
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 -
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 -
Notify or reopen ticket on date or after X days
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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