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. 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
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      1 comment  ·  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
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        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
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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 →
            • In app messaging in UserVoice

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

              4 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 →
                      • Customize how points are rewarded in the Leaderboard

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

                        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 →
                                  • Gmail calendar integration

                                    Sync with Gmail calendar to send invitations within Tickets to schedule follow up calls/demos/web conferences.

                                    2 votes
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                                      0 comments  ·  Integrations  ·  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 →
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