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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  • 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. 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.

    3 votes
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      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • Shortcut keys

      Shortcut keys especially in Tickets. Just like ZenDesk!

      1 vote
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        1 comment  ·  Flag idea as inappropriate…  ·  Admin →
      • 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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          0 comments  ·  Knowledge Base  ·  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 →
            • 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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                0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
              • Shortcut keys

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

                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  ·  Reports & insights  ·  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 →
                    • 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 →
                      • 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.

                        2 votes
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                          1 comment  ·  Reports & insights  ·  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 →
                          • 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.

                            272 votes
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                              52 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
                            • 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 →
                              • Sub-categorize Knowledge Base Topics

                                Ability to sub-categorize Knowledge Base Topics

                                142 votes
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                                  32 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
                                • 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 →
                                  • 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 →
                                    • 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 →
                                      • 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 →
                                        • 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 :)

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