98 results found
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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 -
Filter/sort articles when inserting a canned response
When inserting a canned response into a ticket, I want to be able to filter by a specific topic, specify a sort order, and filter by other traits so that I can find the article I’m looking for faster.
10 votes -
Add more robust options for font, style, size, underline etc. when composing a ticket
When instructing on technology to customers it helps to be able to emphasize particular words or phrases. This would be much more user-friendly for our clients! Thank you
7 votes -
Macros – for inserting canned responses and updating fields
We often need to send in canned responses. Often we also need to fill out the same ticket field options to categorize those tickets. Those of us that have learned about hot keys can't imagine living without them.
9 votes -
Be able to search CC, BCC and the address the ticket was sent to
You can search who sent the ticket, but there is no way to search the CC or Bcc field, or even search based on which email address the ticket was sent to.
It would be helpful when trying to locate specific tickets OR organize them.
7 votes -
Add the Average First Response Time in the Ticket Insights
In the Ticket Insights, add an Average First Response Time indicator. We often have longer response times for the second or third response to a ticket, but we would like to have a short initial response time. This indicator would be really helpful for us!
5 votes -
The "include ticket thread" option should do what it says
The "include ticket thread" option should do what it says and include the thread for any recipient, not just CC'ed recipients.
If you want to send the ticket to a new recipient for example - it's logical that ticking this box would include the full thread for them.
7 votes -
1 vote
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Search tickets by number of responses
Allow a search parameter for tickets on the number of responses.
i.e.: I would like to find tickets with more than 5 responses.
1 vote -
Be able to require admins to fill out a custom field before they can answer/close a ticket
You can require users to fill out custom fields. But it would nice if you could require an admin fill out a custom field before they could respond to or close the ticket.
It can be easy to forget to fill out a custom field when answering tickets, but that data is extremely important for reporting purposes.
4 votes -
Ability to add labels or colour code tickets
It would be great to be able to highlight or label tickets for future reference. Like Post-It flags for the ticket interface. Set up colour (or shape?) options for things like "to follow up" or "awaiting customer response" would really helpful for quick navigation and acts almost as a silent alert system.
8 votes -
7 votes
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Make it easier to see which tickets Kudos came from
Make kudos in the dropdown clickable so you can see what ticket the kudos came from
3 votes -
limit agents to only see tickets assigned to them
For privacy reasons, we should be able to restrict agents to only see tickets that are assigned to them.
Likewise, we should be able to assign agents to queues. And only the queues that are assigned to agents should appear to the agents.
7 votes -
Be able to apply a rule based on User or Account traits
It's great that you can now Identify users with the ZenRep widget. It would be really helpful if you could also apply rules based on User or Account traits passed.
4 votes -
Be able to export ticket details, like the referrer field
Valuable information is collected in ticket details like the referrer field, IP address, channel and so on. It would be really useful for reporting if you could export that data as well.
So you could track which pages the most tickets come from.
3 votes -
Differentiate between an email reply “canned response” and an inserted article (which is written differently)
Right now, the "canned response" system enables insertion of text which are knowledge base articles (publiches) and also canned responses (not published).
The way a support ticket is replied to and the way a knowledge base article is written is different.
I think it would be better if canned responses and knowledge base articles were differentiated and used in a separate menu as it would be make it easier and more efficient finding the "Email reply" canned responses and inserting the knowledge base articles.
3 votes -
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 -
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 -
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
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