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  1. If an inbound email has a specific CC address they want to be able to delete the ticket if it is also addressed to that alternate address.

    2 votes

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    0 comments  ·  3rd party email  ·  Flag idea as inappropriate…  ·  Admin →

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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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    1 comment  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  3. 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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  4. So the end user doesn't need to check their email for the response - they can stay in the application.

    1 vote

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    0 comments  ·  3rd party email  ·  Flag idea as inappropriate…  ·  Admin →

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

    0 votes

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  6. 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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  7. 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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  8. All outgoing emails are signed with default DKIM keys. It would be great if admins had the option to sign out going emails with their own DKIM keys.

    16 votes

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

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  9. 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

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    3 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  10. Crittercism support for Android

    1 vote

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    1 comment  ·  Phone integration  ·  Flag idea as inappropriate…  ·  Admin →

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  11. 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

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  12. 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

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  13. 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

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  14. 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

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  15. 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

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  16. 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

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  17. 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

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  18. 1 vote

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  19. 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

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  20. 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

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    2 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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