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  1. What would be helpful is a “follow up in” action, which would remind agents to ping the customer again in X days after the ticket is closed. Use cases are like:

    • after the problem is resolved, write back in 1-2 weeks with something like “Things still working fine? Any ideas/suggestions?”

    • if investigation is done, but the problem not yet resolved, write back every couple of months to give an update on our plans (and, again, ask for ideas or suggestions)

    13 votes

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

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  2. This would be especially helpful for Admins who provide more than just email support. If a user submits a ticket and then calls, it would be great if they had the ticket number for reference. This would make it easier for the support staff to quickly access the ticket.

    Also, some users are reporting issues to their superiors and being able to have ticket numbers for reference would help greatly. Especially, since many may have multiple tickets open at once.

    This wouldn't necessarily be a good fit for every business, but it would be nice to have the option to…

    8 votes

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  3. Right now you can push notifications to HipChat for new tickets and new ticket replies. It would be great if you could also send notifications when a ticket is assigned to a specific queue. So you could notify the "Sales" room in Hipchat when a ticket is assigned to the Sales Support Queue.

    3 votes

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  4. Integrate with Olark chat so that we can create and track support tickets in an on-line chat and to be able to use standard canned answers not just in support tickets but also in an on-line chat

    7 votes

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

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  5. Adding full-text searching support would greatly help us find tickets with similar issues from clients in the past. Ex: searching for a specific error code could easily help us identify recurring issues.

    9 votes

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  6. Basically, we want users to be able to help themselves as much as possible. Having the auto-suggest feature when submitting feedback via the JS widget is great, but it doesn't help anyone that emails directly.

    It would be cool to:

    1. Be able to setup an auto-responder in general (so people know their email was received)
    2. Be able to respond with KB results based on the subject / text of the email.
    3. Be able to only auto-respond if a KB result has a high-likelihood of answering the question (this one is tricky unless you have existing heuristics)

    It does kind of…

    2 votes

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  7. add Facebook fan page channel(s) to be able to reply to the messages and convert messages

    8 votes

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  8. 10 votes

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  9. It would be nice to have the option to trigger a rule based on time/date. Would be very useful for Auto responders. Say our office hours are Mon-Fri, so no the weekend I would like a different message to go out.

    22 votes

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  10. At the graduate school we have a team of three people doing triage on new tickets. They either answer or assign them to a specialist. One of the three acts as team lead and assigns one-third of the tickets to each of her teammates. During the height of application season this could be a few hundred tickets every morning. All of this work could be avoided if a rule could be created to assign the tickets round-robin to these team members as they are received.

    9 votes

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  11. Within Setting/tickets/RULES, you can set auto-reply based on certain rules.
    There should be a way to enter HTML so the e-mails can be A. Branded B. Have LINKs embedded into text.

    For e.g. to avoid ugly links like : Click here to track a package http://www.xyz.com/track-a-package/
    and replace ugly links with as a link in itself.

    20 votes

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    18 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  12. One thing I like is the ability for customers to illustrate their emotions when leaving feedback or support. Would be great if this could added to the feedback tab/widget.

    3 votes

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  13. Sometimes one of the admins might forget to reply to a raised ticket. It would be very helpful to be able to send the assignee a reminder about the ticket.

    5 votes

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  14. 4 votes

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  15. A user can contact us but how can a user see which of his messages are open, or what the status is of his submitted topics is?

    12 votes

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  16. Sometimes a user pulls out the part of the email we parse to thread messages, and their reply comes in as a separate thread. Or they just send responses as new emails. Having the ability to merge two threads from the same user would be ideal.

    52 votes

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  17. 2 votes

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  18. There are occasional needs to print tickets. The current frames format make printing just the contents of the ticket difficult.

    I would recommend that you add a "Printer Friendly" option to the pull down menu associated with each ticket. When selecting this option, a new window would open with the ticket in a printer friendly format.

    5 votes

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  19. You have given us the ability to add "Custom" fields to our widgets which are great but the only problem is, once you create a custom field it displays on all widgets.

    I have created several different widgets to use on different areas of my site and I was hoping I could have had a different custom field for each widget e.g.

    I have a "Report" button which I only want a "Custom Field" drop down to only show "Report" related stuff.

    On another page, I only want to have a "Custom Field" with just "Advertising" related drop down.

    So…

    9 votes

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  20. Instead of having to click on each ticket to see who has been assigned a ticket... I wish there was a one page view to see who has currently been assigned a ticket at a glance.

    2 votes

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