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  1. Mobile App to run support

    1 vote

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  2. It could be fine to set a "Bcc" copy by default for every message sent, like a logging or to notify all the support team.

    1 vote

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  3. When an agent adds someone as a Cc on a ticket, it includes the thread when "include ticket thread" is checked.

    But currently, the feature doesn't support including the attachment as part of the thread.

    This means if the person Cc'd needs to see the attachment, the agent has to re-add it, which is very time consuming.

    Including the attachment as part of the ticket thread, would be the best option.

    4 votes

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  4. Sometimes an agent needs to add a non admin as a subscriber/watcher on a ticket, so that user sees all messages back and forth. It would be ideal if there was a feature to add a subscriber to a ticket, similar to the fields you have to Cc or Bcc users.

    3 votes

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  5. 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

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  6. For providing updates around product issues and changes that all users should be notified about.

    2 votes

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    1. Admin responds to a ticket
    2. The email to the user bounces
    3. 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

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  7. Make tickets searchable so other user can search among tickets which are set as "public"

    1 vote

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  8. It is hard to parse out all the labels associated with an idea when exporting

    1 vote

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  9. Shortcut keys especially in Tickets.

    1 vote

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  10. 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

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  11. Sometimes you respond to a ticket and are awaiting the user's response to resolve the issue. It would be great if you could set it so a reminder is sent out to users xx amount of days after an admin has answered, reminding them of their outstanding issue and asking them if it's resolved or if they still need help.

    1 vote

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  12. When creating new articles, I often want to use an existing article's info and formatting as a starting point.

    1 vote

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  13. Sometimes you need have a template you would use within a note. It would be great if you could create a canned response for that template, and then insert it in a note.

    1 vote

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    1. Sometimes you get a ticket, and you want to tag it with multiple values for the same custom field.

    2. Say you have "product area" and the user writes in about three different things. You want to track how man areas of your product the ticket covered, but have no way to. You can only choose one value.

    3. Would like to be able to tag a ticket with multiple values.

    4 votes

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  14. Make sort:wait the default for tickets in both "Unassigned" and "My Tickets" views.

    2 votes

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  15. Admins need to prioritize a list of tickets. Being able to do this manually (like you can with articles and topics) would let an agent quickly prioritize a queue for themselves and other agents on the team.

    1 vote

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  16. Right now you can export messages, but that only includes the users original message. It does not include the full thread.

    5 votes

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  17. Report on and see which topics are created from the site, widget, and apps.

    0 votes

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  18. There's no way to reliably track when a ticket is resolved. Two examples...

    1. User writes in -> Agent responds -> User writes back to say thank you -> If the agent just says you're welcome, suddenly it doesn't count as a first contact resolution, even though it was.

    2. User writes in -> Agent responds -> They go back and forth and resolve the issue in 2 days. User writes in about separate issue 2 months later on the same thread. So now it looks like it took 2+ months for the agent to resolve the issue.

    4 votes

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