98 results found
-
Show that someone else is looking at a ticket (enhance current collision detection)
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 -
2 votes
-
Auto-respond to email-based feedback with KB results
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:
- Be able to setup an auto-responder in general (so people know their email was received)
- Be able to respond with KB results based on the subject / text of the email.
- 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 -
Easily see on one Admin screen who has been assigned a ticket
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 -
2 votes
-
Create a share buttons for all the content that get displayed on the facebook app.
Have the share button point to the URL. Basically so facebook users can post their content to their own facebook wall.
2 votes -
Customize the agent name on the auto-response
When you reply to a ticket, your replie name is always "Support Request". You should be able to change this to something more personal to your company e.g. Your Company Support
2 votes
Kendall Stanton
responded
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Huius ego nunc auctoritatem sequens idem faciam. Praeclare hoc quidem. Duo Reges: constructio interrete. Quis hoc dicit? Quis est tam dissimile homini. At enim hic etiam dolore.
-
Open source the translation system
Offer developers an easy way to translate their content.
2 votes -
Shortcut keys
Shortcut keys especially in Tickets.
1 vote -
Search among tickes (customers)
Make tickets searchable so other user can search among tickets which are set as "public"
1 vote -
Mobile App
Mobile App to run support
1 vote -
Improve export for labels
It is hard to parse out all the labels associated with an idea when exporting
1 vote -
Default Bcc address
It could be fine to set a "Bcc" copy by default for every message sent, like a logging or to notify all the support team.
1 vote -
Send out an email reminder to users who have not follow up on tickets
Sometimes you respond to a ticket and are awaiting the user's response to resolve the issue. It would be great if you could set it so a reminder is sent out to users xx amount of days after an admin has answered, reminding them of their outstanding issue and asking them if it's resolved or if they still need help.
1 vote -
Ability to create a duplicate article, this way it can be use it as a starting point for a new article
When creating new articles, I often want to use an existing article's info and formatting as a starting point.
1 vote -
Be able to add a canned response to a note
Sometimes you need have a template you would use within a note. It would be great if you could create a canned response for that template, and then insert it in a note.
1 vote -
Manually order tickets within a queue
Admins need to prioritize a list of tickets. Being able to do this manually (like you can with articles and topics) would let an agent quickly prioritize a queue for themselves and other agents on the team.
1 vote -
Search tickets by number of responses
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 -
1 vote
-
Be able to uncheck "Include ticket thread" by default
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
- Don't see your idea?