Ticket System

When writing your suggestion, please be sure to include any relevant details about your business case for your suggestion, and the obstacles you suggestion would help you overcome to gain the most value from UserVoice.

How can we improve Tickets and user messaging?

(thinking…)

Enter your idea and we'll search to see if someone has already suggested it.

If a similar idea already exists, you can support and comment on it.

If it doesn't exist, you can post your idea so others can support it.

Enter your idea and we'll search to see if someone has already suggested it.

  1. 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
    Sign in
    Check!
    (thinking…)
    Reset
    or sign in with
    • facebook
    • google
      Password icon
      I agree to the terms of service
      Signed in as (Sign out)

      We’ll send you updates on this idea

      0 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.

      14 votes
      Sign in
      Check!
      (thinking…)
      Reset
      or sign in with
      • facebook
      • google
        Password icon
        I agree to the terms of service
        Signed in as (Sign out)

        We’ll send you updates on this idea

        1 comment  ·  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.

        2 votes
        Sign in
        Check!
        (thinking…)
        Reset
        or sign in with
        • facebook
        • google
          Password icon
          I agree to the terms of service
          Signed in as (Sign out)

          We’ll send you updates on this idea

          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • Create link to quickly copy linked ideas on tickets

          In the UserVoice ticketing system, I often times link users to ideas. This is awesome.

          I also want to let them know I linked them to it, so I provide a link to the end-user facing idea on the portal (if it isn't a private forum/they have access).

          However, in the UI, the link to linked ideas points to the admin view, and I want a quicker way to provide the end-user facing idea.Screenshot - http://cl.ly/3X282b3U1U2P

          2 votes
          Sign in
          Check!
          (thinking…)
          Reset
          or sign in with
          • facebook
          • google
            Password icon
            I agree to the terms of service
            Signed in as (Sign out)

            We’ll send you updates on this idea

            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
          • Ability to quickly edit and remove canned responses

            Make it easy to remove Quick Responses. I love being able to create a quick response from a reply but some are now outdated and I don't see any easy way to remove/edit them from the quick response prompt.

            2 votes
            Sign in
            Check!
            (thinking…)
            Reset
            or sign in with
            • facebook
            • google
              Password icon
              I agree to the terms of service
              Signed in as (Sign out)

              We’ll send you updates on this idea

              0 comments  ·  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
              Sign in
              Check!
              (thinking…)
              Reset
              or sign in with
              • facebook
              • google
                Password icon
                I agree to the terms of service
                Signed in as (Sign out)

                We’ll send you updates on this idea

                0 comments  ·  Flag idea as inappropriate…  ·  Admin →
              • Run ticket rules on ideas converted to tickets

                When an idea is converted to a ticket, it should still respect the rules of ticketing.

                3 votes
                Sign in
                Check!
                (thinking…)
                Reset
                or sign in with
                • facebook
                • google
                  Password icon
                  I agree to the terms of service
                  Signed in as (Sign out)

                  We’ll send you updates on this idea

                  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                • 3 votes
                  Sign in
                  Check!
                  (thinking…)
                  Reset
                  or sign in with
                  • facebook
                  • google
                    Password icon
                    I agree to the terms of service
                    Signed in as (Sign out)

                    We’ll send you updates on this idea

                    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                  • Turn ticket rules on or off instead of having to delete them

                    Be able to turn rules on and off instead of having to delete them altogether.

                    2 votes
                    Sign in
                    Check!
                    (thinking…)
                    Reset
                    or sign in with
                    • facebook
                    • google
                      Password icon
                      I agree to the terms of service
                      Signed in as (Sign out)

                      We’ll send you updates on this idea

                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                    • Update ticket status in real time

                      When I'm answering a ticket an someone else makes a change (assignment, note etc.) I don't see that before I push send. Would be much better to not write a full answer if someone is already taking care of it or added new relevant info.

                      9 votes
                      Sign in
                      Check!
                      (thinking…)
                      Reset
                      or sign in with
                      • facebook
                      • google
                        Password icon
                        I agree to the terms of service
                        Signed in as (Sign out)

                        We’ll send you updates on this idea

                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                      • In app messaging in UserVoice

                        So you can notify users in the app when their tickets have been answered.

                        4 votes
                        Sign in
                        Check!
                        (thinking…)
                        Reset
                        or sign in with
                        • facebook
                        • google
                          Password icon
                          I agree to the terms of service
                          Signed in as (Sign out)

                          We’ll send you updates on this idea

                          1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                        • Ticket rules filtering by CC addresses

                          If an inbound email has a specific CC address they want to be able to delete the ticket if it is also addressed to that alternate address.

                          4 votes
                          Sign in
                          Check!
                          (thinking…)
                          Reset
                          or sign in with
                          • facebook
                          • google
                            Password icon
                            I agree to the terms of service
                            Signed in as (Sign out)

                            We’ll send you updates on this idea

                            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                          • Be able to pass custom data with satisfaction widget

                            You can pass custom data on the contact form, and the data will appear on the ticket. While the data is captured with our javascript SDK, it doesn't appear on Satisfaction ratings when they are sent in to UserVoice

                            4 votes
                            Sign in
                            Check!
                            (thinking…)
                            Reset
                            or sign in with
                            • facebook
                            • google
                              Password icon
                              I agree to the terms of service
                              Signed in as (Sign out)

                              We’ll send you updates on this idea

                              1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                            • be able to import ticket history beyond 90 days

                              When importing tickets from IMAP/Gmail, you are limited to the past 90 days. It would be more useful if there wasn't this limit, so you could import more ticket history.

                              3 votes
                              Sign in
                              Check!
                              (thinking…)
                              Reset
                              or sign in with
                              • facebook
                              • google
                                Password icon
                                I agree to the terms of service
                                Signed in as (Sign out)

                                We’ll send you updates on this idea

                                0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                              • search tickets by referrer URL

                                It would be helpful to be able to search tickets by referrer URL, to give an idea of what kinds of questions are asked from certain pages

                                11 votes
                                Sign in
                                Check!
                                (thinking…)
                                Reset
                                or sign in with
                                • facebook
                                • google
                                  Password icon
                                  I agree to the terms of service
                                  Signed in as (Sign out)

                                  We’ll send you updates on this idea

                                  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                • When a user submits a ticket using the widget, it should also pass the URL for the page they have submitted the request from

                                  As we integrate Uservoice within our application for support purposes, this is particularly useful when a person submits a ticket whilst using our online application. We then instantly know what section of the site/application they are having issues with. This is in addition to the screenshot feature which is not always submitted by a user.

                                  3 votes
                                  Sign in
                                  Check!
                                  (thinking…)
                                  Reset
                                  or sign in with
                                  • facebook
                                  • google
                                    Password icon
                                    I agree to the terms of service
                                    Signed in as (Sign out)

                                    We’ll send you updates on this idea

                                    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Customize how points are rewarded in the Leaderboard

                                    Allow account owners to customize how points are rewarded in the Leaderboard

                                    3 votes
                                    Sign in
                                    Check!
                                    (thinking…)
                                    Reset
                                    or sign in with
                                    • facebook
                                    • google
                                      Password icon
                                      I agree to the terms of service
                                      Signed in as (Sign out)

                                      We’ll send you updates on this idea

                                      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Improve how rules detect user's languages

                                      Our language detection rules don't work if the text contains multiple languages. For example:

                                      If you have a rule set to detect the Chinese language in the message subject, but the subject includes an English word along with Chinese, then the rule will not apply.

                                      3 votes
                                      Sign in
                                      Check!
                                      (thinking…)
                                      Reset
                                      or sign in with
                                      • facebook
                                      • google
                                        Password icon
                                        I agree to the terms of service
                                        Signed in as (Sign out)

                                        We’ll send you updates on this idea

                                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Track time spent on ticket

                                        Add time spent (manual input) on each ticket for billing and/or reporting purposes.

                                        18 votes
                                        Sign in
                                        Check!
                                        (thinking…)
                                        Reset
                                        or sign in with
                                        • facebook
                                        • google
                                          Password icon
                                          I agree to the terms of service
                                          Signed in as (Sign out)

                                          We’ll send you updates on this idea

                                          1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Include user’s IP address when pushing tickets via web hooks

                                          This gives admins more data when pushing data with service hooks.

                                          6 votes
                                          Sign in
                                          Check!
                                          (thinking…)
                                          Reset
                                          or sign in with
                                          • facebook
                                          • google
                                            Password icon
                                            I agree to the terms of service
                                            Signed in as (Sign out)

                                            We’ll send you updates on this idea

                                            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                          ← Previous 1 3 4 5 9 10
                                          • Don't see your idea?

                                          Feedback and Knowledge Base