98 results found
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Ability to rename the subject of a message
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 -
Canned Response metrics/reporting
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 -
2 votes
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Add follow-up actions to tickets
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 -
Option to include customer's ticket number in the subject line
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 -
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 full-text searching for tickets / notes
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 -
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 -
Time-based rules for messages
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 -
10 votes
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Automated round-robin assigning of tickets
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 -
Send reminder to admin about ticket
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 -
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 -
Allow end-users to log in and see their messages
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 votesWe’re excited to start digging into solutions to this problem more. Be on the lookout for updates soon.
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4 votes
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Merge messages from the same source
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 -
2 votes
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Enable Users To Print A Ticket - Printer Friendly Option
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 -
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 -
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
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