It seems like more of our customers are submitting tickets to our support queue, when they really are just trying to give Feedback.

Is there a way to make it a little clearer what they are actually doing? (I realize it's pretty clear now :), but they're hitting "Feedback" then just jumping right into their message rather than glancing at the top of the screen to see they are really submitting a support ticket.)

thank you!

It would be nice to create a custom search and save it for frequent reuse. I created a separate idea for tagging tickets but in the meantime I've created a custom field called "type" and I set the value to "Follow-up" for tickets that are closed now but need some attention later.

I frequently browse these tickets to see if any of them can be closed for good. I always end up having to look up the query language for custom fields.

Allow multiple tickets to be selected simultaneously so bulk operations can be performed.

Often, a ticket originates from another employee who is forwarding an email from the customer to our UserVoice ticketing inbox email.

When the ticket is responded to, the To: recipient is then the employee, not the customer. It's possible to add the customer as a cc: but that doesn't look right and the employee is just the conduit and has no interest in the response.

So, it should be possible to change the To: field

Sometimes a user pulls out the part of the email we parse to thread a ticket, and their reply comes in as a separate ticket. Or they just send responses as new emails. Having the ability to merge two tickets from the same user would be ideal.

Would be nice to have the ability to create folders in your users "My Tickets" folder, for quick organization purposes.

Example shown in this mockup: http://dl.dropbox.com/u/2103574/UV%20folders%20mockup.jpg

Would like to be able to add, rename, and remove folders on the fly.

Would love to be able to use basic HTML usage for sharing links, i.e. <a href="www.google.com">Click here to Google!</a>

Ability to forward tickets AND feedback to an external / multiple external emails

Currently UserVoice lists the time of ticket correspondence in relative (and sometimes vague) terms-- "1 day ago", "8 minutes ago". It would be great to show the exact time of a correspondence. There are many good reasons to know the exact time of a correspondence-- better response time tracking, retrieving more precise records of agent work, etc.

If you want to retain the simplicity of relative times, perhaps put precise times under "show details"? That's a detail I could use!

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.

Within Setting/tickets/RULES, you can set auto-reply based on certain rules.
There should be a way to enter HTML so the e-mails can be A. Branded B. Have LINKs embedded into text.

For e.g. to avoid ugly links like : Click here to track a package http://www.xyz.com/track-a-package/
and replace ugly links with as a link in itself.

We often need to contact a customer and send them a direct message. At the moment we first need to create a ticket with a note and then write a message in the ticket.

It will be much easier if we could write a message right away, as in this example: http://screencast.com/t/wxbnz3v8L9A

When a customer sends us an e-mail, they get an autoresponder, but the sender name shows as "Support Request". I would rather have this be our company name.

Also, when an agent replies, it's showing their first name, like this:
"Brandon" <support@mywebsite.com>

Please add an option for the admin to specify a display name for e-mail messages so that customers aren't confused about who the message is from.

I've wired our existing contact page to send html-formatted email to the UserVoice tickets email address. This works but the formatting is lost; it looks like the html is being stripped out.

Is there a work-around (other than text-only email) or some setting that can be applied to prevent html stripping, and if not is it possible to maintain html formatting in emails received in the tickets email address?

We have a feedback tool that we find more useful than the kudos. Each reply is tagged with

How are we doing? You can let us know at http://supportsurvey.volunteer2.com.

Having both there is less than ideal.

One example is how Gist.com uses Gmail Gadgets to insert data directly into the Gmail interface: http://gist.com/corp/plug-ins/with-gmail

I migrated from tenderapp, and they gave me a folder structure of .JSON tickets. I would really like to import these into tenderapp somehow, so I can keep the history of our support.

I think this should be implemented for other services as well, zendesk, tenderapp, etc