24 results found
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Links within tickets should open in new tab or window
Currently any link included in a ticket submitted or in a response is opened within the same window as the Admin Console. The link should open in a new tab or window.
1 vote -
Allow users to include a screenshot when submitting a ticket
It would be cool if the product included a "Take Screenshot" button for individual windows (or everything) so that users can better pass along information to developers in tickets. Even though users can already attach files to a ticket, including instructions on how to take a screenshot would be helpful.
0 votes -
Capture screenshot of page when a user submits a ticket
When users submit a support inquiry or provide feedback, having an easy button which takes a screenshot of what the user may be seeing onscreen, and then automatically attach it.
2 votes -
Display average response times in the support performance report
Would be nice to see some breakdowns of the response time it takes from when a ticket is created to first response, to closing the ticket, etc.
8 votes -
option to keep ticket open after responding by email
I'd like to have a setting so that I can choose NOT to have tickets I respond to by email be closed automatically. Often I like to reply quickly to acknowledge receipt of the issue - and then follow up later with resolution - but that requires finding and reopening the ticket.
4 votes -
assign tickets
Hi there,
How do I re-assign a ticket to someone else on my team? I'm only seeing the default options on helpdesk.
Thanks,
Joseph0 votes -
Add rapportive like details to support ticket
It would be great if you could include a gravatar with the persons email to make the support ticket more human, it would also be great to add other rapportive like details as well.
0 votes -
Ticket permalink
Our support team often post link from the support site on our development tracker for bug report or feature request. The problem is that there is not easy way to link to ticket.
URL look like this: https://youdomain.ZenRep.com/admin/tickets/#!search?term=assignee:others+status:open&pages=2&id=294
and those link are not working, all I can get is "No record selected".
As you can understand, this is hurting our workflow and communication.
0 votes -
How can I change the content of outgoing Support emails (that are auto-generated with each ticket?)?
How can I change the content of outgoing Support emails (that are auto-generated with each ticket?)?
0 votes -
Automatically update ticket counts
When a ticket comes in, I have to manually hit the refresh button or navigate to a category (Everyone else, Unassigned, etc), in order for the list of tickets in the middle column to update.
This wouldn't be too big of a deal, but the interface (which is nice), makes you feel like an email client, which updates itself as time goes on.
I would love to see the Admin Console support automatic updating/refreshing of the ticket queues.
1 vote -
Allow rich formatting of ticket responses
You can't make bullet points or add links (you can add links, you just have to wait and see after you send it if it's working).
1 vote -
Import data from Tender
I migrated from tenderapp, and they gave me a folder structure of .JSON tickets. I would really like to import these into tenderapp somehow, so I can keep the history of our support.
I think this should be implemented for other services as well, zendesk, tenderapp, etc
1 vote -
Require SSO/Authentication for Helpdesk/Tickets
Currently we can keep Feedback forums locked so that only authenticated users get in. I unknowingly figured Helpdesk worked the same way. I need to be able to tie tickets to users so I can get statistics back into our CRM system on how often each customer uses support. We also want to have a call center app for our CSRs that will allow them to pull up the last X tickets for the customer they are on the phone with. We can do this with feedback/ideas but not tickets. Or at least could we get all the tickets for…
1 vote -
Search all tickets!?
You should be able to search all tickets at once when something comes through you regular user inquiry email and you've got to assign it someone on your team, but first you've got to check if it hasn't already been assigned by someone else.
0 votes -
Setup ticket rules based on incoming email address
When setting up a rule for incoming tickets, I'd like to be able to filter these based on what address the original email was sent to.
We have
[email protected] and [email protected] both forwarding to [email protected]
I'd like to assign tickets based on the incoming address.
1 vote -
add a unique ticketing system for customer support teams to track issues and resolve
I suggest you add a unique ticketing system for our customer support teams to track issues and resolve them as well as be able to vote on enhancements. We are a technology company and have to resolve software and hardware issues and it would be great to tie in with the product enhancements.
0 votes -
Email notification when a ticket is replied to
It would be really fantastic if I could be notified when a user responds to a ticket. At present, I have to log into uservoice to see any correspondence. I am not alerted when new correspondence comes in.
0 votes -
allow faster insertion of canned response
Allow the text of a reply to a ticket to be saved as a canned response
0 votes -
Include page URL in Support Ticket
When seeing the "feedback and support" tab on a page, users assume that when they enter a ticket, you know what page they are on. But the widget does not add the URL location to the ticket. That would be nice to have.
0 votes -
Export ticket and helpdesk reports for sharing
Our clients wish to see details of helpdesk tickets we receive, we don't want to give our clients access to our admin panel, we just need an easy way to share meaningful data (similar to what is shown on screen in reports beta) with them on a periodic basis, so they are informed of the type of helpdesk tickets we are receiving and they can tell how quickly we are closing them.
0 votes
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