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  1. 7 votes

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

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  2. Make kudos in the dropdown clickable so you can see what ticket the kudos came from

    3 votes

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

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  3. 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

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

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  4. 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

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

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  5. 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

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    1 comment  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  6. Email forward to ticket

    Allow an option to forward an email into the system to make it a ticket, perhaps it could be a special email address so that you can either forward a mail as now or send it in and make it a ticket.

    9 votes

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

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  7. 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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    2 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  8. 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

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

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  9. 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

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

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  10. With the Salesforce integration it pushes all tickets to Salesforce going forward. But it doesn't sync past tickets.

    So all tickets that came in before the integration are not pushed to Salesforce. It would be great if you had a way to sync past tickets with Salesforce.

    0 votes

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    1 comment  ·  CRM Integration  ·  Flag idea as inappropriate…  ·  Admin →

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  11. 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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  12. 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

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    1 comment  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  13. 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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    0 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  14. I'm addicted the iPhone app Mailbox which allows me hide an email for X amount of time before it reappears in my inbox. It would be great to have similar functionality for tickets in ZenRep.

    It would generally be great for any ticket that is time based and needs some kind of future follow up.

    My particular use case:
    I've corresponded with a customer about their order and it will ship out 3 days from now. I would set the ticket to reopen after 3 days.
    ... three days later ...
    The ticket reappears in my open tickets and I…

    6 votes

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    4 comments  ·  Phone integration  ·  Flag idea as inappropriate…  ·  Admin →

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  15. 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

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    Gathering feedback  ·  0 comments  ·  Other  ·  Flag idea as inappropriate…  ·  Admin →

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  16. 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

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

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  17. 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

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

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  18. 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

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

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  19. 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

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

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  20. 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

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

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