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.
  1. Suggestions export should show linked tickets

    There is no export that shows how many tickets are linked to a suggestion; add columns to analysis export for Helpdesk accounts to show linked ticket IDs and linked ticket count.

    1 vote
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  2. Open Source Helpdesk

    Ticketing and knowledge base (kb) offerings should be open-sourced

    1 vote
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  3. 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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  4. Whitelist function for TIcketing Rules

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

    1 vote
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  5. 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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  6. 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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  7. Be able to use Service Hooks with a specific ticket queue

    We use a service hook to post incoming Uservoice tickets to Slack. We only care about tickets in the Unassigned queue. We use other queues to filter out unimportant machine-generated tickets. Unfortunately, right now Uservoice directs the full firehose of tickets to the webhook rather than just the ones in the Unassigned ticket queue.

    This is similar to this enhancement for forums:
    https://feedback.uservoice.com/forums/1-general-feedback/suggestions/3418536-be-able-to-use-service-hooks-with-a-specific-forum?tracking_code=dc68bfef55e4fa6f24119af303bf5f56

    1 vote
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  8. Option for "reopened" tickets to trigger rules

    Allow an option for replied/reopened tickets to route through basic ticketing rules rather than automatically reassigning to the first Helpdesk Agent that responded

    1 vote
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  9. 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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  10. 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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  11. Allow Users to link/merge Tickets together

    Sometimes a customer's email will create a ticket for what should be a continuous ticket thread. While it's possible to leave notes with a link to each relevant ticket, it's not a great solution as the notes will often get lost in the text and is not a 2-way note (you have to leave a note on each ticket with the link to the other ticket(s)).

    Similarly, if there's a major issue and multiple tickets come in about the same thing, it would be nice to be able to link them in a way where we could easily see which…

    1 vote
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  12. report

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

    2 votes
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  13. 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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  14. 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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  15. 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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  16. 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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  17. 1 vote
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  18. 1 vote
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  19. Share in read-only mode a knowledge base article with a non-Admin user

    Accessing the Knowledge Base articles (for editing or reading) requires an Admin account.
    During the review process (prior to publication) it should be possible to share ib read-only mode draft articles with various reviewers (users) that do not have access to the console as Admin.

    1 vote
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  20. print a knowledge base article

    The knowledge base module displays article with 2 columns.
    It should be possible to collapse them or to print the content of the article itself without the 2 columns (default situation if we use the browser printing option).

    1 vote
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Helpdesk (Legacy)

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Feedback and Knowledge Base