98 results found
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Be able to apply a rule based on User or Account traits
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 -
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 -
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 -
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 -
4 votes
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Add a subscriber to a ticket
Sometimes an agent needs to add a non admin as a subscriber/watcher on a ticket, so that user sees all messages back and forth. It would be ideal if there was a feature to add a subscriber to a ticket, similar to the fields you have to Cc or Bcc users.
3 votes -
Make it easier to see which tickets Kudos came from
Make kudos in the dropdown clickable so you can see what ticket the kudos came from
3 votes -
Be able to export ticket details, like the referrer field
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 -
Differentiate between an email reply “canned response” and an inserted article (which is written differently)
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 -
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 -
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 -
HipChat Service Hook—Be able to send notifications when tickets are added to a specific queue
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 -
Add 'how do you feel?' emoticons to feedback tab
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 -
Add the ability to merge tickets
As an admin, I'd like the ability to merge multiple tickets from the same user into a single ticket. This would be helpful if a user submits multiple tickets related to the same issue, or if they submit a followup ticket.
2 votes -
Provide a way to message all users on an account
For providing updates around product issues and changes that all users should be notified about.
2 votes -
Automatically assign manual ticket to creator
When an agent creates a ticket, automatically assign the ticket to the agent instead of the unassigned queue. I have all my agents receiving alerts from the unassigned queue, and I don't want them all CC'd on emails because an agent forgot to fill in the Assigned field.
2 votes -
Ticket lists - sort:wait should be the default
Make sort:wait the default for tickets in both "Unassigned" and "My Tickets" views.
2 votes -
Customize (or disable) the Thank You screen shown after a user gives kudos
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 -
Save contact changes in the message if you navigate away and return
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 -
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
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