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. Multi-lang support for articles

    Anyone who provides a service to multi-languages needs to have a multi-language Knowledge Base. By allowing each article to have multiple translations, users would be able to read through the knowledge base in their respective language.

    Today UserVoice offers the ability to have a KB in a plenty of languages – but you can only choose ONE language.

    If you have a multi-language website, vote on this.

    274 votes
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    52 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  2. Be able to create multiple Knowledge Bases on the same account

    Sometimes customers are supporting multiple products. Having all the articles in the same Knowledge Base can be confusing and even overwhelming for users who are only using say 1 product.

    Ideally, admins would be able to create multiple Knowledge Bases (similar to what you can do with Forums).

    Along with that would be allowing admins to restrict a widget to a single Knowledge Base which you can also do with Forums.

    180 votes
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    41 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  3. Sub-categorize Knowledge Base Topics

    Ability to sub-categorize Knowledge Base Topics

    143 votes
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    32 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  4. Article Insights & Statistics Report

    Allow admins to view overall statistics of knowledge base articles. Total views against number of people who found it useful, etc. in both report and dashboard views for each article/topic.

    * # of people who found it helpful
    * # of times reported inaccurate
    * View count (or unique views)
    * Times has shown up in search results
    * Times used as an Instant Answer
    * Times used as a Canned Response
    * Created date
    * Last updated date
    * Published/Unpublished

    125 votes
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    10 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  5. Include SVG images, iframes, etc., in screenshots created via the widget

    The “Include screenshot of this page” functionality of the new widget is great, but is currently cannot include certain images, SVG, or canvas in its generated images (this feature doesn’t take an actual screenshot, but creates an image based on the page’s HTML)...

    It would be great if there were a way for these screenshots to include all these inline images as well.

    79 votes
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    11 comments  ·  Flag idea as inappropriate…  ·  Admin →
  6. Be able to turn off/disable Instant Answers in the widget

    Instant answers in the widget can be great, but sometimes you just want users to use the contact form.

    Maybe so it's simpler for the user, or on that web page, you don't want Instant Answers to show. Having a way to turn off Instant Answers would be helpful.

    64 votes
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    16 comments  ·  Flag idea as inappropriate…  ·  Admin →
  7. Support admins signing ticket replies with their own DKIM keys

    All outgoing emails are signed with uservoice.com's DKIM keys. It would be great if admins had the option to sign out going emails with their own DKIM keys.

    62 votes
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    8 comments  ·  Flag idea as inappropriate…  ·  Admin →
  8. Add keywords to articles to improve search results

    It would be nice to add keywords to the knowledge base articles so that customer searches could return more relevant articles.

    I have started to put keywords at the bottom of our knowledge base articles and it improves searchability greatly but it would be better if they were hidden from the customer.

    61 votes
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    8 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  9. Option to include customer's ticket number in the subject line

    This would be especially helpful for Admins who provide more than just email support. If a user submits a ticket and then calls, it would be great if they had the ticket number for reference. This would make it easier for the support staff to quickly access the ticket.

    Also, some users are reporting issues to their superiors and being able to have ticket numbers for reference would help greatly. Especially, since many may have multiple tickets open at once.

    This wouldn't necessarily be a good fit for every business, but it would be nice to have the option to…

    51 votes
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    12 comments  ·  Flag idea as inappropriate…  ·  Admin →
  10. Attach files to Knowledge Base Articles

    We currently have all of our documentation in the form of PDFs. It would be a huge PLUS if we could attach files (other than CSVs) to Knowledge Base articles.

    43 votes
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    9 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
    Carter Gibson responded

    Hey there! We recently added the functionality to embed PDFs, images, videos, and just about whatever else you need. You can read all about it here: http://goo.gl/20U3H

    We’re still looking into hosting the files to allow attachments :)

  11. Provide admin bulk editing for Knowledge Base articles

    It would be a huge time saver if you had bulk editing functions for KB articles. Being able to select several or all articles and change sections, published/unpublished status, and delete would be phenomenal. It would also reduce your support requests to have this done by a dev!

    38 votes
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    3 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  12. Allow me to turn a comment that was put on an idea into a support ticket, then remove the comment

    Many times customers put "support requests" in the comments sections of an unrelated idea. I want to just moderate the comment and turn it into a support ticket with one click.

    34 votes
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    7 comments  ·  Flag idea as inappropriate…  ·  Admin →
  13. Capture device/OS details

    Capture the device model and OS version along with issues reported.

    23 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  14. Export full ticket thread/conversation

    Right now you can export tickets, but that only includes the users original message. It does not include the full ticket thread.

    21 votes
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    4 comments  ·  Flag idea as inappropriate…  ·  Admin →
  15. Date range selector for Instant Answers report

    I would like to view the behavior of the articles over a different time window.

    20 votes
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    3 comments  ·  Reports & insights  ·  Flag idea as inappropriate…  ·  Admin →
  16. Notify admins when replies to a user bounce

    1. Admin responds to a ticket
    2. The email to the user bounces
    3. Admin has no way to see this in the admin console, and doesn't realize it's bounced

    Need to notify admins that the reply to the user bounced, so they know they need to find another way to follow up with the user.

    16 votes
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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  17. 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.

    15 votes
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    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  18. Be able to search CC, BCC and the address the ticket was sent to

    You can search who sent the ticket, but there is no way to search the CC or Bcc field, or even search based on which email address the ticket was sent to.

    It would be helpful when trying to locate specific tickets OR organize them.

    13 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  19. An option to automatically capture screenshot when a ticket is submitted from the widget.

    Currently the user has the option to include a screenshot of the existing page, but we’d like the ability to always include a screenshot when a ticket is submitted.

    13 votes
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    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  20. Widget option to include screenshot by default

    We have to ask users to send us a screenshot a lot when responding to their first bug report or feedback. And generally we find the bug quicker even if we manage without it.

    10 votes
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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
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Helpdesk (Legacy)

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