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.

When writing your suggestion, please be sure to include:

  • 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.
  1. Track the number of instances that a user clicks on the question mark icon and doesn't end up sending a ticket to the support line

    This feature would provide a good metric to track the effectiveness of any changes made to the question box (i.e. adding something in Knowledge Base, customizing strings, etc.)

    1 vote
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  2. Whitelist function for TIcketing Rules

    Allow a ticketing rule to prevent a ticket from being marked as spam

    1 vote
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  3. Queue by referrer url fragment

    sort or queue tickets by URL fragment in referrer, like this:

    website.com/some_page

    would match

    website.com/some_page/some_data
    website.com/some_page/some_other_data

    1 vote
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  4. ticket rule for referrer

    Add 'referrer' to ticket rules conditions. Condition should accept a partial string, ie 'container_requests' should match 'https://website.com/container_requests/request_id';

    Add 'add to queue' to ticket rules actions

    1 vote
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  5. Limit some Agents to specified Ticket and Search Parameters

    Prevent some Helpdesk agents from viewing or searching tickets with, for example, status:deleted, or from:"[Deleted User]", or created_end:"YYYY-MM-DD"

    1 vote
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  6. Permanently Delete Tickets

    - Permanently delete a ticket ad hoc

    - Configure custom retention windows before "deleted" tickets are permanently deleted (currently 60 days)

    1 vote
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  7. 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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  8. 1 vote
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  9. 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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  10. 1 vote
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Helpdesk (Legacy)

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Feedback and Knowledge Base