98 results found
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Quick link feature – for inserting a document's public URL
What would be great is if you are writing content, you could click the "link" icon and be able to search existing front end links on your site. This would allow you to easily insert links and save a lot of time!
11 votes -
Provide historical knowledge base analytics for more than the past month
Provide historical knowledge base analytics for more than one month. I want so see the performance of our articles over their entire history, not just for the last 30 days.
3 votes -
Schedule reminder to address specific tickets
Please can we have the facility to either have a reminders tab/calendar, or the function to schedule tickets to return to our 'inbox' after a set number of hours/days.
2 votes -
Autocomplete email addresses when you create a message, add a cc/bcc or change the to field
You're creating a manuel ticket, adding a cc/bcc or changing the "to" field. You start entering an email address. It would be helpful (and save time) if the system would auto-suggest from your existing users.
9 votes -
Automatically BCC all replies to a customer to an external email address
A customer would like to see this option so that their supervisor can double check their responses for QA due to legal restrictions on what they can and can't say to customers.
3 votes -
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 -
Be able to star or flag a ticket
If you are going through a list of tickets, you need to flag some as high priority. You can do this with custom fields, but then other admins have to pull it up in a custom search or open the idea to see the custom field value.
It would be great if you could flag or star a ticket (like you can gmail), so that other admins can see at a quick glance which tickets need to be tackled first (without having to open the ticket or do a custom search).
6 votes -
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 -
Apply rules to existing tickets
It would be useful to have rules that can apply to existing (and future) tickets.
For example, I'd like a rule that automatically sends a message to a ticket submitter when their ticket is being closed.
Another rule could be sending an auto-reply when the ticket’s assignee is changed. For example, “Your message has been forwarded to R&D Department and will be handled very soon!”
9 votes -
10 second Undo button for ticket replies
I need a way to 'undo' a ticket reply -- similar to Gmail's 10/20/30 second undo feature.
Sometimes when I reply to a support ticket, I think of something else I want to add in the reply... Too late, I already hit 'send' to the customer.
7 votes -
allow canned responses to be ordered
We make good use of unpublished articles and canned responses in the ticket system.
This is not as efficient as it could be when you have more than a handful of canned responses. We tried using titles like: "A - ..." or "01 - ..." but that doesn't work and is a hack anyway.
Ideally you should be able to configure the order of canned responses in the dropdown.
8 votes -
Separate default reply-to email settings for status updates (with option for reply-to admin email)
When you respond to an idea it either defaults to your ticketing email address (if you have Helpdesk too) or no-reply.
This means if you don't want to use the default no-reply, or a ticketing email address, you have to manually enter the address...every time.
This gets time consuming, and super frustrating for admins every time they want to update a status.
Ideally, each admin would be able to set a default "reply-to" address for when they respond to feedback. At the very least, you should be able to set a default reply to address just for feedback and status…
4 votes -
Show that someone else is looking at a ticket (enhance current collision detection)
It would be great if, in addition to your current collision detection you could see an indicator in tickets and ticket search results that someone is looking at a ticket.
In Zendesk you can see who is even looking at a ticket either in the different ticket views or when you are in the ticket itself. This is live-updated so you could see as soon as someone comes and goes from what you are looking at. Freshdesk do a nice job of this too.
This way you can skip even looking at / reading a ticket and deciding if you…
2 votes -
Assign To-Do items to messages
When support tickets come in, the ticket generally needs an action of some kind performed by a member of our team in order to close out the ticket. So for instance:
1) Customer Johnny Appleseed writes, "Hey the product I got from you guys didn't come with batteries, this is bleeping ridiculous!"
2) Our wonderful customer support rep Bethany responds, "No problem, we'll send those out right away!"
3) Bethany then assigns the ticket to our guy Jake in shipping to send out some batteries to Johnny.
The problem here is that poor Jake also has 10-15 other random…
4 votes -
allow flex agents
Could you change the "admins settings " function so that it's possible for me to register agent logins for all my co-workers (to see personal stats over time) but then just bring in a smaller number of them as active during a certain time - so that in theory people could rotate in and out of managing the support queue on a daily (or even hourly) basis?
Clarification: At any point in time I could have 1-5 ACTIVE admins and my owner account would pay for only that number of users. The rest of the registered users would be in…
5 votes -
Allow canned responses and auto-replies to include variables, such as {customer_name} or any custom field
%X% should grab the value of X from any custom field we created. For example, in our help forms, we ask for the users name and we pass this data to your system. I'd like to be able to then pass on that name into a canned answer. So "Hey %name%" in the 1st line of a canned answer would show as "Hey Bob,"...
19 votes -
Split a ticket
It would be great if we could split a ticket. Often times a client simple responds a previously closed message and reopen it with a completely different problem.
8 votes -
Offer a follow up survey for tickets or integrate with a survey tool
Kudos are great, but sometimes don't give enough information. It would be great if admins could send a survey to users (who submitted tickets) directly, or if you offered integration with tools like Zoomerang.
8 votes -
When a user submits a ticket, only show articles in Instant Answers
If a user starts typing up a support request, they will see both articles and ideas in the Instant Answers results.
Sometimes 7 ideas, that aren't really relevant will show up and the 1 article that could answer their question is buried and easily overlooked.
It would be really nice to be able to limit it to just articles as Instant Answers for support requests.
4 votes -
Improve the HTML editor dramatically
The limitations in the HTML editor make editing the knowledgebase very difficult, it takes very long and the results are very amateur,,, more editing tools are necessary...
9 votes
Magnus Runolfsdottir
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