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. 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 →
  2. 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 →
  3. 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 →
  4. 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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  5. Allow admins to preview unpublished articles on the Web Portal

    Allow logged in admins to see unpublished articles via the public portal.

    We have a team who create articles and others who proof read and approve articles. The second group of people want to see the article as it will appear when public.

    It would be great to be able to give them the article URL - or a different URL if you like - which will show the article is it would be if published through the public portal whilst the article is still unpublished.

    If it's just the normal article URL: what happens now when you visit an…

    9 votes
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    1 comment  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  6. Include Kudos in the support performance report

    Right now, there's not a good way to compare Kudos scores over time or as a team.

    5 votes
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  7. Show how many users have submitted tickets, and average number of tickets per user

    Would like to see how many tickets each end-user has, as well as the average amount of tickets end-users have.

    5 votes
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  8. Automatically assign manual ticket to creator

    When an agent creates a ticket, automatically assign the ticket to the agent instead of the unassigned queue. I have all my agents receiving alerts from the unassigned queue, and I don't want them all CC'd on emails because an agent forgot to fill in the Assigned field.

    3 votes
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  9. Provide ability to add a featured image for a topic

    Provide ability to add a featured image for a topic

    3 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  10. Ticket Insights doesn't include tickets created manually that have no agent response

    Admin creates a manual ticket, but doesn't respond, so it's not included in Ticket Insights. This makes it hard to track how many tickets an agent might actually have in their queue.

    3 votes
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    0 comments  ·  Reports & insights  ·  Flag idea as inappropriate…  ·  Admin →
  11. Add rich content on the topic summary page so it's not just a list of articles

    I'd like to be able to add content to the topic page. That way we can use the topic hub as a jumping off page to all the content for that topic.

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  12. 1 vote
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  13. 1 vote
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    0 comments  ·  Tickets  ·  Flag idea as inappropriate…  ·  Admin →
  14. Forward ticket

    Would like to have the ability to forward tickets within the ticketing system.

    1 vote
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  15. Don't put "Re" in the subject line on manual tickets

    When creating a new email (not replying to a customer), the subject line automatically places a RE: in front, even if the customer didn't had an initial inquiry. where do we disable this in our UserVoice option, as this is a no go.

    1 vote
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  16. 1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  17. Customize Saved View Notifications

    Can we change the occurrence of our saved view notifications?
    We have some views which we plan to review once with our sprint (every two weeks) can I change the notification to reflect this?

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  18. "Satisfaction" channel for ticket rules should trigger autoreply action

    1) Set up a ticket rule for "Channel" "is" "Satisfaction" and the Action is "Send Auto-reply"

    2) Send a satisfaction response

    What happens: you don't get the autoreply. Other actions (assignment is what I tested) did work, just not the autoreply

    4 votes
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  19. Be able to add "alt" text for images

    For accessibility, admins need to be able to add "alt" text to images. While they can do this via HTML, adding a way to do this easily when first adding the image would be ideal.

    1 vote
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  20. 5 votes
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Helpdesk (Legacy)

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