Tickets: Closed Ideas: : General | Helprace Support

Routing tickets to a specific team based on user input

Tarek Saade — Thu, 28 Nov 2019 20:38:21 +0000

For example, user can select a department (team) in the ticket submission form and ticket will be assigned to that team.

Let users set ticket priority when they open a ticket

Maiya — Thu, 28 Nov 2019 20:31:38 +0000

I wish users to set levels of urgency while submitting a ticket.

Custom fields in triggers and automations

Chris Kluis — Thu, 28 Nov 2019 20:20:50 +0000

Allow me to use conditions and actions on custom fields in triggers and automations.

Custom field columns in ticket views

Khalid Ibrawish — Thu, 28 Nov 2019 20:18:00 +0000

I'd like to select desired custom fields as columns in ticket views.

Show Organization's name under the user name in ticket list

Andrea Salicetti — Thu, 28 Nov 2019 19:39:31 +0000

WHAT

I want to be able to see from the list of all opened ticket from which organisation they come.

WHY

We work on a B2B market and we have a lot of companies as client (hundreds) and each company has a lot of people who work in it (a mean of hundreds people for each company) and who have access to our support portal (helprace): we cannot remember given a user name in which company he works in, unless the ticket system show it to me...

HOW

Create ticket with whole organization on CC

Martin Elias — Thu, 17 Oct 2019 16:21:27 +0000

When creating a ticket in the admin, or basically wherever you are asked to input email addresses/users, it would be great if I could put all users within an organization at once by specifying the organization, instead of manually copy and paste all users' emails into the CC field.

Could something like this be implemented please?

Ticket forwarding to external address

Adam Terry — Tue, 09 Jul 2019 13:46:47 +0000

Forward the contents of a ticket thread to an external email address (not an agent) just as you can forward the contents of an email from an email client.

Event times hh:mm

David — Wed, 17 Apr 2019 12:25:27 +0000

I've had a few times where I've been to look at when a reply was made, either be the assigned or requester.

But as per the attachment, this is displayed in hours and for tickets that span days, it's displayed in days with no reference to hours or minutes.

I'd like to see hh:mm (and date) either instead of the current hours/days (as attachment) OR within the Events.

Send attachments as real attachments rather than links

Megan Neal — Mon, 15 Apr 2019 19:50:59 +0000

Tickets visibility within Organization

Joe — Wed, 07 Nov 2018 01:46:52 +0000

I would like users of the same organization to see each other's requests. This is a very obvious feature that I don't see anywhere and it's not even discussed as far as I can search.

Restrict access to tickets for agent teams

Megan Neal — Wed, 07 Nov 2018 01:46:36 +0000

Let me create teams for my staff. Teams should not be able to see tickets assigned to other teams.

Priority support customers

Liana — Wed, 07 Nov 2018 01:46:26 +0000

We have customers, who purchased priority support and thus should get agent responses faster than others. We need a way to prioritize their requests automatically.

Routing tickets based on customer

Megan Neal — Wed, 07 Nov 2018 01:46:07 +0000

I wish to set automated routing rules for the agents based on the customer that created the ticket.

Personalised agent signatures

Sm — Thu, 07 Jun 2018 09:34:00 +0000

When agent is replying to a ticket, I want to show a signature after the reply.

Favicon badge

Manuel L — Thu, 22 Feb 2018 15:18:25 +0000

It would be very nice to have favicon badges to see the number of new tickets.

http://lab.ejci.net/favico.js/

Pull client information and display it on Tickets page

Gunnsteinn Hall — Mon, 23 Oct 2017 13:05:36 +0000

Is it possible for me to display information about a particular client in the Tickets interface?

I would like to pull some information (which would be coming from my own site, e.g. via an API) that could be displayed when opening a ticket.

I want to see by clicking on a ticket various information from my system about the particular client.

Deleting or hiding a ticket reply

Berry de Jager — Mon, 23 Oct 2017 11:03:29 +0000

Is it possible to remove or change an ticket update, which is sent by email, to another ticket?

I accidently replied to an email typing in an answer which should belong to another ticket. So if i can swap my answer to another ticket or copy/paste it this would solve my problem.

Is this possible?

Option to add custom fields to ticket submit form

Chris Howard — Thu, 19 Oct 2017 14:26:10 +0000

Would like to be able to add fields to the tickets submission form. As a bare minimum I would like a field for the user to select what product they are submitting a ticket on.

Mass update of tickets attributes

Edward Hardin — Thu, 19 Oct 2017 14:28:05 +0000

It would be nice to be able to edit a bunch of tickets at once:

add tags
change ticket status (solved, open, etc)
reassign tickets

Reporting for tickets

Bing Chan — Sat, 02 Dec 2017 21:11:34 +0000

Feature such as how many ticket generate per month, longest ticket, which agent solved how many ticket in a month...