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. 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 →
  2. 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 →
  3. 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 →
  4. 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 →
  5. 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 →
  6. 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 →
  7. 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 →
  8. 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 →
  9. Allow sorting by lanugage

    Allow a query format to search for tickets by language.

    eg. assignee:any language:French created_start"DD-MM-YYYY" created_end"DD-MM-YYYY"

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  10. A feature which will allow you to be notified of failed deliveries

    When mail is not being delivered to the customer we need to know about it. It happens from time to time that mail is not being delivered because of customer's server for example if it does not like the attachment. Uservoice should be informed about it so we know we need to reach the customer once more or different way.

    2 votes
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    0 comments  ·  Reports & insights  ·  Flag idea as inappropriate…  ·  Admin →
  11. Allow Rules to add Notes

    I would like to use the Ticket Rules to automatically add a Note to my agents. In my specific example, I would want to let agents know that a particular field wasn't filled in, and I want them to ensure they fill it in.

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  12. Salesforce Solutions integration

    Link/Integrate the Knowledge Base with Salesforce Solutions and Knowledge Base

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  13. Turn on/off the leaderboard

    Ability to turn off leaderboard as a system administrator. Sometimes the admin competition isn't healthy and I'd like to be able to shut off that portion of the display from time to time. Not all admins should have the ability to turn it on and off, only the UV owner should have that access.

    3 votes
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    1 comment  ·  Reports & insights  ·  Flag idea as inappropriate…  ·  Admin →
  14. Stacking tickets from same person

    Hello,

    It would be great to be able to sort tickets by the amount of tickets by same user, e.g. first the person with 10 tickets, then the one with 8, then with 7 tickets etc down to the people from whom there are only single tickets.

    It would be also great (but most probably a bit more complicated to implement) to be able to combine this with order:asc.
    What I mean is:
    Show the oldest tickets first, but if there are more tickets from the same person, show right below the oldest ticket. Then the second oldest ticket including…

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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 →
  16. 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 →
  17. 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 →
  18. 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 :)

  19. 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 →
  20. 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 →
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Helpdesk (Legacy)

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