121 results found
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Be able to uncheck "Include ticket thread" by default
Right now, "include ticket thread" is checked by default. It would be great if you had the option to have it turn off by default.
If you don't want users to see all previous messages (like if another team member sent in a message on the thread), you have to remember the uncheck the box each time you send a reply.
1 vote -
Show in ticket details if a user is using Compatibility Mode in IE
Right now, if a user is using Compatibility Mode, it will show their browser version as IE7, even if they are using IE9 or IE10. This can be confusing from a support perspective because you don't get a clear picture of the browser version they are using.
It would be helpful if the ticket details would also show if the user is using Compatibility Mode, so admins know when answering a ticket.
1 vote -
Ability to Add Tags/Alternate Questions for Topics
Increase the odds of having the most relevant topics show up with having the Ability to Add Tags/Alternate Questions for Topics
0 votes -
Minimal mobile dashboard
Minimal mobile dashboard.
A minimal mobile UI to assign a ticket or close it. The same for comments.
0 votes -
Export a Excel
Poder exportar a Excel
0 votes -
View closed/Archived Service requests.
View closed/archived service requests.
Global Admins should be able to view all service requests sent in for the tenant. Whether they are open, closed or archived. With the ability to see who created the service request, what was the issue and what was the solution to the issue and any emails that were sent regarding the service reference number. Global Admins need to know this to keep overall control/knowledge of what is being requested for their tenant.0 votes -
Filter to show Open/Private/Closed rooms
When clicking on our company name tab, there are buttons to filter All/Rooms/People.
It would be very useful to also have buttons to filter Open/Private/Closed rooms too.
This would help quickly find closed rooms that you might want to Open.
0 votes -
Edit old messages
I would like to change messages that have already been sent.
0 votes -
Combine Hot, Top, and New into a dropdown list
Hot, Top, and New are all ways of sorting the suggestions. Since only one of them can be applied at a time, they might as well be combined into a "Sort" dropdown list to save visual space.
0 votes -
0 votes
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Show MRR in dollars
Not doll hairs
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Integrate with CapsuleCRM
Can you create a link to CapsuleCRM this would be very useful.
0 votes -
Run ticket rules on ideas converted to tickets
When an idea is converted to a ticket, it should still respect the rules of ticketing.
0 votes -
Allow threads to be "stickied". "Flag idea as inappropriate" is being abused.
Spammers and trolls are routinely 'flagging' threads to sabotage our efforts. Please help. Thank you.
0 votes -
sort:wait time doesn't provide a logical sort order to tickets that have been responded to by an admin
We often submit admin responses to tickets without the issue being resolved, so the user is still "waiting" for a solution in a sense.
When you sort:wait, tickets with admin responses are at the bottom, sorted in no particular order.
While these tickets don't have a "wait" value, it is confusing that they are included in a seemingly random order.
Ways to deal with this:
Don't include tickets with an admin response in sort:wait. But if you use sort:wait order:asc, include tickets with admin responses in a logical order, ideally interspersed with tickets that are waiting, prioritized by message time.
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Report on and drill into topics based on input source
Report on and see which topics are created from the site, widget, and apps.
0 votes -
Collapsible Markets
Tickets are assigned to Markets/Languages It is inconvenient to search for your market with 30+ markets from Australia to Sweden. This becomes very frustrating when jumping back and forth from one category to the next. I.E. Norway, Sweden, My Tickets. Including collapsible Categories would be ideal for the user who just wants to see for Example, My Tickets, Norway, Sweden.
0 votes -
Sync past tickets with Salesforce
With the Salesforce integration it pushes all tickets to Salesforce going forward. But it doesn't sync past tickets.
So all tickets that came in before the integration are not pushed to Salesforce. It would be great if you had a way to sync past tickets with Salesforce.
0 votes -
0 votes
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Be able to answer a ticket, but keep it in it's existing queue
Sometimes an agent needs to follow up on a ticket in a queue, but doesn't want the ticket assigned to them. This requires them to assign it to themselves, answer and than assign back to the queue.
It would be nice if you had the option to answer a ticket without it being assigned to you, so it would stay as a ticket in that queue.
0 votes
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