Ticket System

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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  • the obstacles your suggestion would help you overcome to gain the most value from UserVoice.

How can we improve Tickets and user messaging?

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  1. Shortcut keys

    Shortcut keys especially in Tickets. Just like ZenDesk!

    1 vote
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      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
    • 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.

      1 vote
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        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
      • 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.

        1 vote
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          1 comment  ·  Reporting and analytics  ·  Flag idea as inappropriate…  ·  Admin →
        • 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 →
          • 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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              0 comments  ·  Flag idea as inappropriate…  ·  Admin →
            • 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  ·  Reporting and analytics  ·  Flag idea as inappropriate…  ·  Admin →
              • Shortcut keys

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

                1 vote
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                  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                • 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 →
                  • 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 →
                    • 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…

                      50 votes
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                        12 comments  ·  Flag idea as inappropriate…  ·  Admin →
                      • 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.

                        57 votes
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                          8 comments  ·  Flag idea as inappropriate…  ·  Admin →
                        • 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.

                          19 votes
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                            4 comments  ·  Flag idea as inappropriate…  ·  Admin →
                          • Date range selector for Instant Answers report

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

                            18 votes
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                              3 comments  ·  Reporting and analytics  ·  Flag idea as inappropriate…  ·  Admin →
                            • 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 →
                              • 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 →
                                • 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 →
                                  • 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 →
                                    • 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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                                        1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                      • 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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                                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                        • 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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                                            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
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