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. 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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  2. 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.

    5 votes
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  3. 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

    4 votes
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  4. Shortcut keys

    Shortcut keys especially in Tickets. Just like ZenDesk!

    1 vote
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  5. 1 vote
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  6. 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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  7. 1 vote
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  8. Allow tickets to be forwarded to external email.

    allow tickets to be forwarded to external email.

    1 vote
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  9. 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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  10. Report: open/close tickets

    Open/close tickets report

    1 vote
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  11. Disable/Enable Ticket Tally Counts

    Enable/Disable ticketing tally counts.

    1 vote
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  12. 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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  13. Shortcut keys

    Shortcut keys, as mouse work is RSI when doing tickets.

    2 votes
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  14. Filter tickets for the Slack integration by queue

    Right now the webhook that sends Uservoice support tickets to Slack sends all support tickets. It would be useful if it only sent support tickets in the Unassigned queue

    For example, we direct an email account into Uservoice and get some irrelevant machine-generated emails through it. We filter those out of Unassigned and assign them to a different queue, but unfortunately we still see them in Slack

    This is similar to this request, but for support tickets rather than forums:
    https://feedback.uservoice.com/forums/1-general-feedback/suggestions/13332603-slack-filters

    7 votes
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  15. Salesforce Integration Improvement

    We integrated Salesforce with UV, but we want the correspondence to show in the email log rather than in cases. That way when we talk to clients, we can clearly see all communication that we've had with them. It is a pain to go into the case and read the case comments (which are the emails that were sent).

    1 vote
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  16. Invert selection method under "activity"

    Under the user panel in the activity section you have to click on the items you don't want to display vs. the only item you want to see.

    I always have to unclick the things I don't want to see.

    2 votes
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  17. Variable Code to enter Name of Items that might change

    We have some products that have codenames for now (more like placeholders) that will change as we move closer to full release. Instead of having to go in and change the name throughout the Knowledge Base articles, it would be nice to have variables or tags that would say something like %%productname(1)%% and then you would just set productname(1) to a certain name. Then if/when it changed we could just change it in one place instead of hundreds or thousands of places.

    2 votes
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  18. Track visits and where users are coming from

    When viewing the dashboard activity, you can see spikes in visits to your web portal, but admins have no way to get more details on where those visits came from, which would help them determine activity, what things might increase users visits, or even filter out noise.

    While you can set up a Google Analytics integration, it would be great if UserVoice already had this feature built in.

    5 votes
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  19. 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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  20. 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 →
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Helpdesk (Legacy)

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Feedback and Knowledge Base