Ticket System

How can we improve Tickets and user messaging?

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  1. Minimal mobile dashboard

    Minimal mobile dashboard.

    A minimal mobile UI to assign a ticket or close it. The same for comments.

    1 vote
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    • Search among tickes (customers)

      Make tickets searchable so other user can search among tickets which are set as "public"

      1 vote
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      • Allow me to answer support tickets on my iPad

        Make uservoice work on an iPad

        1 vote
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        • Rewards

          Rewards

          1 vote
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          • Ignore Spam in Ticket Insights

            In ticket insights either:
            a) ideally, automatically exclude tickets marked as spam
            or b) let people manually exclude them

            1 vote
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            • Add functionality of sending a ticket in the sidebar

              It would be great to be able to send a ticket using the sidebar instead of just a new idea/suggestion. This is because I would like to port in tickets from salesforce but as tickets.

              1 vote
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              • Auto-post sender's name into reply for easy personalization

                Automatically post sender's first name into ticket reply to make personalized responses easier. Example: email received from John Smith. If I reply to ticket, automatically post "Hello John - " (or similar) in the message, just like it already works for the footer.

                1 vote
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                • Allow unpublished articles for quick replies to be specific to a login, not shared.

                  Allow unpublished articles to be associated with a login. Then we don't need to share the quick replies that are temporary and not needed as published articles.

                  Thanks

                  1 vote
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                  • Retains email formatting from forwarded email

                    Proper formats on email forwards instead of missing line breaks and arrows

                    1 vote
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                    • Filter to view open tickets without a response

                      Currently there's no way to filter to view only tickets that have not been responded to.

                      Open tickets right now include both tickets that have been responded to (but not closed) and tickets with no response.

                      It would be very helpful to be able to sort to view only open tickets whose most recent message has not been responded to.

                      1 vote
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                      • When sorting tickets in the Amin, can you please add sorting by status?

                        One use case is to iterate through groups of feedback by status, which we do frequently.

                        1 vote
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                        • 2 votes
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                          • Email formatting

                            Better formatting for forwarded emails

                            1 vote
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                            • Ticket forwarding and ticket creation

                              Add ability to forward tickets. Also, create tickets.

                              1 vote
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                              • Add the ability to merge tickets

                                As an admin, I'd like the ability to merge multiple tickets from the same user into a single ticket. This would be helpful if a user submits multiple tickets related to the same issue, or if they submit a followup ticket.

                                2 votes
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                                • Bug fix

                                  how to post !

                                  1 vote
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                                  • Canned responses per usre login.

                                    I would like to see the canned responses broken out by sign in. That way we can each have our own flavor of canned responses.

                                    Thanks

                                    Bud Schroeder
                                    Autodesk Inc.

                                    1 vote
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                                    • Include attachments in ticket thread

                                      When an agent adds someone as a Cc on a ticket, it includes the thread when "include ticket thread" is checked.

                                      But currently, the feature doesn't support including the attachment as part of the thread.

                                      This means if the person Cc'd needs to see the attachment, the agent has to re-add it, which is very time consuming.

                                      Including the attachment as part of the ticket thread, would be the best option.

                                      3 votes
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                                      • 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.

                                        3 votes
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                                        • Search contacts for email address when creating a ticket

                                          If a client calls us and we manually create the ticket in admin, it doesn't search our contacts for an email address. Most of the time I have to go back and look up their email address to finish creating the ticket.

                                          3 votes
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