121 results found
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Provide historical knowledge base analytics for more than the past month
Provide historical knowledge base analytics for more than one month. I want so see the performance of our articles over their entire history, not just for the last 30 days.
3 votes -
Automatically BCC all replies to a customer to an external email address
A customer would like to see this option so that their supervisor can double check their responses for QA due to legal restrictions on what they can and can't say to customers.
3 votes -
Email templates for outgoingemails
Responses to messages are sent via email to our end-users. It would be very good if we could customize those emails via templates. Ideally, we could customize header, body, and footer sections, and would be able to include our own custom HTML code in all those sections.
3 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 -
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 -
Add the ability to merge tickets
As an admin, I'd like the ability to merge multiple tickets from the same user into a single ticket. This would be helpful if a user submits multiple tickets related to the same issue, or if they submit a followup ticket.
2 votes -
Provide a way to message all users on an account
For providing updates around product issues and changes that all users should be notified about.
2 votes -
Automatically assign manual ticket to creator
When an agent creates a ticket, automatically assign the ticket to the agent instead of the unassigned queue. I have all my agents receiving alerts from the unassigned queue, and I don't want them all CC'd on emails because an agent forgot to fill in the Assigned field.
2 votes -
Ticket lists - sort:wait should be the default
Make sort:wait the default for tickets in both "Unassigned" and "My Tickets" views.
2 votes -
Ticket rules filtering by CC addresses
If an inbound email has a specific CC address they want to be able to delete the ticket if it is also addressed to that alternate address.
2 votes -
search tickets by referrer URL
It would be helpful to be able to search tickets by referrer URL, to give an idea of what kinds of questions are asked from certain pages
2 votes -
Customize (or disable) the Thank You screen shown after a user gives kudos
When a user gives kudos, they are taken to a thank you page.
Being able to customize this to take the user back to the company website would be ideal. For example, what if the user submitted a ticket via the widget and never went to the site. They might be confused to land there.
Also, the link text uses the company name, so the user would probably expect to be taken to their website and not back to the site.
2 votes -
Save contact changes in the message if you navigate away and return
Currently if you change the To field at the bottom of a ticket, navigate to another page, then return, the changes aren't kept and it reverts back to the original contact details.
If you change the To field at the top of the ticket the change does stick though regardless of page changes.
This is intended in case someone comes back to the ticket after some time and forgets the added/changed contact details then sends the reply to contacts they didn't actually want to send it to in the end.
This idea is here to open up discussion for anyone…
2 votes -
Schedule reminder to address specific tickets
Please can we have the facility to either have a reminders tab/calendar, or the function to schedule tickets to return to our 'inbox' after a set number of hours/days.
2 votes -
Filter Tickets by Browser and OS
Looking at tickets by browser version would streamline the validation of user reported bugs. Retroactively searching through tickets to find the ones with the same browser OS combo is very slow. The browser data is already there for a subset of tickets, adding a search filter for these tickets would be helpful.
2 votes -
Show that someone else is looking at a ticket (enhance current collision detection)
It would be great if, in addition to your current collision detection you could see an indicator in tickets and ticket search results that someone is looking at a ticket.
In Zendesk you can see who is even looking at a ticket either in the different ticket views or when you are in the ticket itself. This is live-updated so you could see as soon as someone comes and goes from what you are looking at. Freshdesk do a nice job of this too.
This way you can skip even looking at / reading a ticket and deciding if you…
2 votes -
2 votes
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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 -
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 -
2 votes
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