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How can we improve the message center?

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121 results found

  1. Ticket rules filtering by CC addresses

    If an inbound email has a specific CC address they want to be able to delete the ticket if it is also addressed to that alternate address.

    2 votes
    0 comments  ·  3rd party email  ·  Admin →
    How important is this to you?

  2. Add Custom Fields for Users

    In the same manner that custom fields can be created for tickets I'd like to see the addition of custom fields for users.

    New ticket rules could then be applied to new tickets based on the custom customer fields in addition to custom ticket fields.

    This would allow you to identify certain customers tickets and handle them appropriately. For instance you could make sure VIP customers get their issues addressed as soon as possible or make sure that customers that are a drain on resources are limited.

    1 vote
    1 comment  ·  3rd party Text Chat  ·  Admin →
    How important is this to you?

  3. Export full message thread/conversation

    Right now you can export messages, but that only includes the users original message. It does not include the full thread.

    5 votes
    2 comments  ·  Other  ·  Admin →
    How important is this to you?

  4. in-widget notifications when messages have been responded to

    So the end user doesn't need to check their email for the response - they can stay in the application.

    1 vote
    0 comments  ·  3rd party email  ·  Admin →
    How important is this to you?

  5. Report on and drill into topics based on input source

    Report on and see which topics are created from the site, widget, and apps.

    0 votes
    1 comment  ·  Other  ·  Admin →
    How important is this to you?

  6. Provide way to track ticket resolution

    There's no way to reliably track when a ticket is resolved. Two examples...

    1. User writes in -> Agent responds -> User writes back to say thank you -> If the agent just says you're welcome, suddenly it doesn't count as a first contact resolution, even though it was.

    2. User writes in -> Agent responds -> They go back and forth and resolve the issue in 2 days. User writes in about separate issue 2 months later on the same thread. So now it looks like it took 2+ months for the agent to resolve the issue.

    4 votes
    0 comments  ·  Other  ·  Admin →
    How important is this to you?

  7. search tickets by referrer URL

    It would be helpful to be able to search tickets by referrer URL, to give an idea of what kinds of questions are asked from certain pages

    2 votes
    2 comments  ·  3rd party Text Chat  ·  Admin →
    How important is this to you?

  8. Support admins signing replies with their own DKIM keys

    All outgoing emails are signed with default DKIM keys. It would be great if admins had the option to sign out going emails with their own DKIM keys.

    16 votes
    7 comments  ·  3rd party email  ·  Admin →
    How important is this to you?

  9. Collapsible Markets

    Tickets are assigned to Markets/Languages It is inconvenient to search for your market with 30+ markets from Australia to Sweden. This becomes very frustrating when jumping back and forth from one category to the next. I.E. Norway, Sweden, My Tickets. Including collapsible Categories would be ideal for the user who just wants to see for Example, My Tickets, Norway, Sweden.

    0 votes
    3 comments  ·  Other  ·  Admin →
    How important is this to you?

  10. Support Crittercism for Android

    Crittercism support for Android

    1 vote
    1 comment  ·  Phone integration  ·  Admin →
    How important is this to you?

  11. Filter/sort articles when inserting a canned response

    When inserting a canned response into a ticket, I want to be able to filter by a specific topic, specify a sort order, and filter by other traits so that I can find the article I’m looking for faster.

    10 votes
    2 comments  ·  Other  ·  Admin →
    How important is this to you?

  12. Add more robust options for font, style, size, underline etc. when composing a ticket

    When instructing on technology to customers it helps to be able to emphasize particular words or phrases. This would be much more user-friendly for our clients! Thank you

    7 votes
    4 comments  ·  Other  ·  Admin →
    How important is this to you?

  13. Macros – for inserting canned responses and updating fields

    We often need to send in canned responses. Often we also need to fill out the same ticket field options to categorize those tickets. Those of us that have learned about hot keys can't imagine living without them.

    9 votes
    5 comments  ·  Other  ·  Admin →
    How important is this to you?

  14. Be able to search CC, BCC and the address the ticket was sent to

    You can search who sent the ticket, but there is no way to search the CC or Bcc field, or even search based on which email address the ticket was sent to.

    It would be helpful when trying to locate specific tickets OR organize them.

    7 votes
    0 comments  ·  Other  ·  Admin →
    How important is this to you?

  15. Add the Average First Response Time in the Ticket Insights

    In the Ticket Insights, add an Average First Response Time indicator. We often have longer response times for the second or third response to a ticket, but we would like to have a short initial response time. This indicator would be really helpful for us!

    5 votes
    1 comment  ·  Other  ·  Admin →
    How important is this to you?

  16. The "include ticket thread" option should do what it says

    The "include ticket thread" option should do what it says and include the thread for any recipient, not just CC'ed recipients.

    If you want to send the ticket to a new recipient for example - it's logical that ticking this box would include the full thread for them.

    7 votes
    7 comments  ·  Other  ·  Admin →
    How important is this to you?

  17. Allow ticket rules based on the user’s satisfaction rating

    1 vote
    1 comment  ·  Other  ·  Admin →
    How important is this to you?

  18. 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
    0 comments  ·  Other  ·  Admin →
    How important is this to you?

  19. Be able to require admins to fill out a custom field before they can answer/close a ticket

    You can require users to fill out custom fields. But it would nice if you could require an admin fill out a custom field before they could respond to or close the ticket.

    It can be easy to forget to fill out a custom field when answering tickets, but that data is extremely important for reporting purposes.

    4 votes
    0 comments  ·  Other  ·  Admin →
    How important is this to you?

  20. Ability to add labels or colour code tickets

    It would be great to be able to highlight or label tickets for future reference. Like Post-It flags for the ticket interface. Set up colour (or shape?) options for things like "to follow up" or "awaiting customer response" would really helpful for quick navigation and acts almost as a silent alert system.

    8 votes
    2 comments  ·  Other  ·  Admin →
    How important is this to you?
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