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  1. 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

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  2. 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

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  3. 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

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  4. 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

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  5. Looking at tickets by browser version would streamline the validation of user reported bugs. Retroactively searching through tickets to find the ones with the same browser OS combo is very slow. The browser data is already there for a subset of tickets, adding a search filter for these tickets would be helpful.

    2 votes

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  6. We make good use of unpublished articles and canned responses in the ticket system.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

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  7. 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

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  8. 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

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  9. Responses to messages are sent via email to our end-users. It would be very good if we could customize those emails via templates. Ideally, we could customize header, body, and footer sections, and would be able to include our own custom HTML code in all those sections.

    3 votes

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  10. 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

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  11. 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

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  12. %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

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  13. 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

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  14. 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

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  15. 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

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  16. 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

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

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  17. It would be very useful to be able to rename a message when the title is wrong or meaningless. This saves time later down the road.

    It would be nice to be able edit the subject line of the ticket.

    27 votes

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  18. When trying to see how often we answer the same question, I want to be able to see how many times a canned response is used over a given time frame, so that we can determine which issues we could address to reduce support requests and help users faster.

    7 votes

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  19. 2 votes

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  20. keyboard shortcuts are so important for those of us who spend all day on the platform. Do these already exist and I just can't find them?

    21 votes

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    Garrick Sawayn responded

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