Helpdesk (Legacy)

This forum pertains to our helpdesk features and tickets. Please see our other forums on the right sidebar for feedback pertaining to other areas of our product.

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  • any relevant details about your business case for your suggestion
  • the obstacles your suggestion would help you overcome to gain the most value from UserVoice.

How can we improve Tickets and user messaging?

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  1. 1 vote
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  2. subscribe to notifications about changes in one or several tickets

    Now agent can receive notifications about all the tickets to which the agent was assigned. This overloads mail with unnecessary notifications. You need to be able to subscribe to a specific ticket in order to track its changes.

    1 vote
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    0 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →
  3. Improve Article Editor

    Improve the article editor. The article editor is really rough to work with. I recommend switching to something like Quill.js which is under an MIT licence.

    2 votes
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  4. Add a web hook for when a custom field has updated its value

    It would be great if there was an event available for when a custom field's value on a ticket has been updated.

    1 vote
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  5. report

    Reporting should be more clear and so should be the tickets getting assigned.

    1 vote
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  6. UserVoice as an App

    Please make an iOS app or at least provide full mobile support. It’s hard or even impossible to get to some features on a cellphone.

    3 votes
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  7. 1 vote
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    0 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →
  8. 1 vote
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  9. 2 votes
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    0 comments  ·  Integrations  ·  Flag idea as inappropriate…  ·  Admin →
  10. Customize the display name of mail sent from UserVoice

    The option to customize the display name of mail sent from UserVoice so that the agent's name is not displayed, instead, a general name is shown.

    1 vote
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    0 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →
  11. Android app for admin use

    Android app for admin/staff use to manage and respond to tickets. Even a halfway decent mobile website would be a massive improvement.

    4 votes
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  12. 1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  13. Add a filter for shared ideas in my feedback

    It would be useful for users to have a easy tool (filter) to find recently submitted ideas. There are a fair few users that vote on ideas, comment on ideas and suggest ideas and I feel like it would be useful to be able to choose an option from a filter in the my feedback page to be able to filter only submissions excluding all the votes and comments that the user has made.

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  14. 1 vote
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  15. Make work on mobile browsers

    Make user voice responsive so it works on mobile devices. It is 2018 and support for mobile browsers is a must

    3 votes
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  16. Allow tickets to be forwarded to external email.

    allow tickets to be forwarded to external email.

    1 vote
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  17. Filter for Business Hours for Grades

    We want to compute our average response time but we can't exclude weekends and non-business hours. It would be nice if we can filter out the hours/days that we don't want to be graded on so that we can get more meaningful feedback on what our response time is.
    Thanks!

    2 votes
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  18. Report: open/close tickets

    Open/close tickets report

    1 vote
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  19. Disable/Enable Ticket Tally Counts

    Enable/Disable ticketing tally counts.

    1 vote
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  20. Linking Articles to other Articles

    Add the ability to link Articles.
    ex:

    Adding a user to your <product site>
    (Article description info......)

    You might find these related Articles helpful:
    <link to a related ticket 1>
    <link to a related ticket 2>
    <link to a related ticket 3>

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
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