121 results found
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Be able to star or flag a ticket
If you are going through a list of tickets, you need to flag some as high priority. You can do this with custom fields, but then other admins have to pull it up in a custom search or open the idea to see the custom field value.
It would be great if you could flag or star a ticket (like you can gmail), so that other admins can see at a quick glance which tickets need to be tackled first (without having to open the ticket or do a custom search).
6 votes -
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 -
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 -
allow flex agents
Could you change the "admins settings " function so that it's possible for me to register agent logins for all my co-workers (to see personal stats over time) but then just bring in a smaller number of them as active during a certain time - so that in theory people could rotate in and out of managing the support queue on a daily (or even hourly) basis?
Clarification: At any point in time I could have 1-5 ACTIVE admins and my owner account would pay for only that number of users. The rest of the registered users would be in…
5 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 -
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 -
Merge duplicate tickets from different sources
Sometimes people send multiple tickets saying the same thing
Notes:
* Probably only works if the creators of each ticket are watchers/CC's in the other ticket
* Messages are combined and sorted chronologically
* Tags are combined
** Namespaced tags are kept for the "winning" ticket
* The creator of the "winning" ticket is used, other CC's/watchers are combined
* Assignee, priority, status, etc., are kept for the “winning” ticket.5 votes -
Include attachments in ticket thread
When an agent adds someone as a Cc on a ticket, it includes the thread when "include ticket thread" is checked.
But currently, the feature doesn't support including the attachment as part of the thread.
This means if the person Cc'd needs to see the attachment, the agent has to re-add it, which is very time consuming.
Including the attachment as part of the ticket thread, would be the best option.
4 votes -
Tag tickets with multiple values (on the same field)
Sometimes you get a ticket, and you want to tag it with multiple values for the same custom field.
Say you have "product area" and the user writes in about three different things. You want to track how man areas of your product the ticket covered, but have no way to. You can only choose one value.
Would like to be able to tag a ticket with multiple values.
4 votes -
Provide way to track ticket resolution
There's no way to reliably track when a ticket is resolved. Two examples...
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.
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 -
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 -
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
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