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  1. I only want to add the customer as a supporter and not be forced to type in text.

    1 vote

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  2. In the same manner that custom fields can be created for tickets I'd like to see the addition of custom fields for users.

    New ticket rules could then be applied to new tickets based on the custom customer fields in addition to custom ticket fields.

    This would allow you to identify certain customers tickets and handle them appropriately. For instance you could make sure VIP customers get their issues addressed as soon as possible or make sure that customers that are a drain on resources are limited.

    1 vote

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  3. 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

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  4. The current rules functionality is too limited to filter most spam. The only fields we can match are:

    • Contact email (useless because of spoofing and because spammers can change domains as many times as they want)
    • Message subject (somewhat useful for spam written in Western alphabet; useless for spam written entirely in Chinese, which is what I'm buried with)
    • Message text (see above)

    Additional useful match fields would be:

    • Destination address
    • Message HTML (potentially useful if you can't match by message text, see below)
    • Additional email header fields

    Furthermore, the only matches are "includes" and "does not include". Useful spam…

    9 votes

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  5. Would be great if I could just paste images into text areas instead of the multi-click process for uploading and attaching them.

    24 votes

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    13 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  6. 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

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  7. keyboard shortcuts are so important for those of us who spend all day on the platform. Do these already exist and I just can't find them?

    21 votes

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    24 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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    Garrick Sawayn responded

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  8. 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

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    7 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  9. add Facebook fan page channel(s) to be able to reply to the messages and convert messages

    8 votes

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    4 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  10. Within Setting/tickets/RULES, you can set auto-reply based on certain rules.
    There should be a way to enter HTML so the e-mails can be A. Branded B. Have LINKs embedded into text.

    For e.g. to avoid ugly links like : Click here to track a package http://www.xyz.com/track-a-package/
    and replace ugly links with as a link in itself.

    20 votes

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    18 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  11. 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

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    12 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  12. Sometimes people send multiple tickets saying the same thing

    Notes:
    * Probably only works if the creators of each ticket are watchers/CC's in the other ticket
    * Messages are combined and sorted chronologically
    * Tags are combined
    ** Namespaced tags are kept for the "winning" ticket
    * The creator of the "winning" ticket is used, other CC's/watchers are combined
    * Assignee, priority, status, etc., are kept for the “winning” ticket.

    5 votes

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