Ticket System

How can we improve Tickets and user messaging?

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      • Allow unpublished articles for quick replies to be specific to a login, not shared.

        Allow unpublished articles to be associated with a login.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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                          • 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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                              • Email/Ticket Formats

                                Tickets just need to properly format emails more consistently.

                                2 votes
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                                • 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
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                                  • Sticky Ideas

                                    Allow for sticky Ideas. If we have an emerging issue, it would be great for the product team to be able to post their own Ideas and have them at the top no matter how few votes they have.

                                    6 votes
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                                    • Improve custom field settings

                                      Put the "add value" on the top of the listing when "Editing a custom field" and alphabetize the options for you.

                                      1 vote
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                                      • bulk add notes to users in inspector

                                        You have the ability to add a note for a user email address that shows in the inspector sidebar when they write in a ticket.

                                        It would be good to assign a note to multiple users at once - they could be associated by email domain, account etc.

                                        3 votes
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                                        • Handle 'Out of Office' replies with notifications on that go into loop creating new tickets

                                          Hi,

                                          Once of our customers created an 'Ouf of Office' auto-responder on his Microsoft Exchange account that lead to a loop between your system and ours thereby creating thousands of new tickets and email notifications. Microsoft exchange replied to a newly created ticket using auto-responder message then your system each time it replied generated a new ticket for the response. It would be good if we could somehow filter out auto-responder messages by key words eg. 'out' 'office' subject and not send notifications for such messages.

                                          1 vote
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