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. 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
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      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
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        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
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          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
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            0 comments  ·  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
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              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
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                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
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                  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
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                    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
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                      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
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                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                      • Share Saved Searches

                        Currently, we can create searches that we can use personally, however since there are custom searches we would like to make that we want everyone to have access to, it would be nice to save "public" searches that are for everyone so that we don't have to have every single person create the same searches for themselves.

                        9 votes
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                          1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                        • 32 votes
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                            3 comments  ·  Flag idea as inappropriate…  ·  Admin →
                          • Bulk associate tickets with a single idea

                            The feature to associate a ticket with an idea is awesome! - this suggestion would save hours of time each week if I could AFTER labeling incoming tickets, use the bulk reply to them find and associate multiple tickets to a single idea.

                            3 votes
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                              0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                            • Add read receipts to tickets

                              Add read receipts to tickets so you can see if a client has read the ticket response.

                              5 votes
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                                0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                              • Ticket "Backlog" View

                                It would be useful to see a combined view of tickets that are awaiting an answer - including tickets assigned to me and unassigned tickets - with the option to order by the time we last responded (ascending).

                                For example, imagine the below but with a bunch more users:
                                - User creates ticket
                                - Ticket is answered (but not closed)
                                - User responds
                                - Another user creates a ticket

                                With a combined view, I would clearly be able to see that I should be responding to the first user before answering the unassigned ticket.

                                9 votes
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                                  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                • Track and manage SLA agreements

                                  This could include email notifications when SLAs are about to be violated (warning) or are violated, a historical report on how many tickets violated SLA or warning threshold, and a flag on a ticket in the UI when it’s either past the warning or an actual violation.

                                  In addition, it may be helpful to have different SLAs for different queues or “clients”.

                                  21 votes
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                                    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Remove the Note Size Limitation

                                    I inadvertently discovered that you have a note size limitation of 5000 characters. I wanted to paste in a longish email thread, and it wouldn't allow it. It seems odd to have this arbitrary limit. It would be better to not have it.

                                    7 votes
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                                      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Send a copy (not cc or bcc) of all responses to a designated email address

                                      I'd like to have a record of all tickets and their responses in my email client. There's currently a cc rule option (but not a bcc rule option, which has been proposed here). However, the subject of those emails is different from the original ticket alert (which has "[Ticket #..." in the subject), so the cc doesn't thread with the ticket in email clients. It would be better to send an additional email to the designated email with the same subject as the original ticket, so all tickets and their responses will be neatly organized in our email clients.

                                      7 votes
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                                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Be able to require admins to fill out a custom field before they can answer/close a ticket

                                        You can require users to fill out custom fields. But it would nice if you could require an admin fill out a custom field before they could respond to or close the ticket.

                                        It can be easy to forget to fill out a custom field when answering tickets, but that data is extremely important for reporting purposes.

                                        24 votes
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                                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Reset ticket count/settings in admin console

                                          Sometimes UV accounts change hands or the company changes, and you want to reset your ticket count to start from a clean slate. It would be great to have a "reset ticket count" button somewhere in the admin console. Maybe even a way to reset all of your UserVoice settings without having to delete and re-create your account.

                                          7 votes
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                                            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
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