Closed Ideas: General | Helprace Support Closed Ideas Helprace RSS https://support.helprace.com/s1-general/ideas/closed?format=rss Allow for external_id in Create user API The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Fri, 06 Aug 2021 17:03:08 +0000 https://support.helprace.com/i725-allow-for-external-id-in-create-user-api https://support.helprace.com/i725-allow-for-external-id-in-create-user-api Openside Openside The create user api post should allow for the external_id variable to be passed in so when creating a user via api I can link that user with my system ID.  Not sure why that is not already there.  Seems like a necessity.

]]> Routing tickets to a specific team based on user input For example, user can select a department (team) in the ticket submission form and ticket will be assigned to that team.

]]> Thu, 28 Nov 2019 20:38:21 +0000 https://support.helprace.com/i557-routing-tickets-to-a-specific-team-based-on-user-input https://support.helprace.com/i557-routing-tickets-to-a-specific-team-based-on-user-input Tarek Saade Tarek Saade 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 I wish users to set levels of urgency while submitting a ticket.

]]> Thu, 28 Nov 2019 20:31:38 +0000 https://support.helprace.com/i548-let-users-set-ticket-priority-when-they-open-a-ticket https://support.helprace.com/i548-let-users-set-ticket-priority-when-they-open-a-ticket Maiya Maiya I wish users to set levels of urgency while submitting a ticket.

]]> Search query and filter suggestions It would be nice to see suggestions when I'm doing a search or creating a filter. There is a complete field reference, but I'd prefer to see them right next to the search field.

]]> Thu, 28 Nov 2019 20:27:42 +0000 https://support.helprace.com/i547-search-query-and-filter-suggestions https://support.helprace.com/i547-search-query-and-filter-suggestions Admin Admin It would be nice to see suggestions when I'm doing a search or creating a filter. There is a complete field reference, but I'd prefer to see them right next to the search field.

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

]]> Thu, 28 Nov 2019 20:20:50 +0000 https://support.helprace.com/i538-custom-fields-in-triggers-and-automations https://support.helprace.com/i538-custom-fields-in-triggers-and-automations Chris Kluis Chris Kluis Allow me to use conditions and actions on custom fields in triggers and automations.

]]> Custom field columns in ticket views I'd like to select desired custom fields as columns in ticket views.

]]> Thu, 28 Nov 2019 20:18:00 +0000 https://support.helprace.com/i653-custom-field-columns-in-ticket-views https://support.helprace.com/i653-custom-field-columns-in-ticket-views Khalid Ibrawish Khalid Ibrawish I'd like to select desired custom fields as columns in ticket views.

]]> Custom details in my invoices I wish custom details, such as VAT or address different from my billing address to appear in my invoices.

]]> Thu, 28 Nov 2019 20:14:26 +0000 https://support.helprace.com/i652-custom-details-in-my-invoices https://support.helprace.com/i652-custom-details-in-my-invoices Megan Neal Megan Neal I wish custom details, such as VAT or address different from my billing address to appear in my invoices.

]]> Edit publication date for KB articles and Updates Sometimes it is necessary

]]> Thu, 28 Nov 2019 20:12:36 +0000 https://support.helprace.com/i281-edit-publication-date-for-kb-articles-and-updates https://support.helprace.com/i281-edit-publication-date-for-kb-articles-and-updates Anatoliy Kayibkhanov Anatoliy Kayibkhanov Sometimes it is necessary

]]> Allow searching users by their profile details Allow fuzzy-searching in the "name", "email", "organisation" and "job title" fields as this would be very handy.

For example; it could be handy to have all the people from a single company or all the engineers or so in a single overview.

]]> Thu, 28 Nov 2019 20:09:11 +0000 https://support.helprace.com/i223-allow-searching-users-by-their-profile-details https://support.helprace.com/i223-allow-searching-users-by-their-profile-details Berry de Jager Berry de Jager Allow fuzzy-searching in the "name", "email", "organisation" and "job title" fields as this would be very handy.

For example; it could be handy to have all the people from a single company or all the engineers or so in a single overview.

]]> Add drag'n'drop support I'd like to be able to upload files via DnD wherever this is applicable.

]]> Thu, 28 Nov 2019 19:50:14 +0000 https://support.helprace.com/i635-add-drag-n-drop-support https://support.helprace.com/i635-add-drag-n-drop-support Megan Neal Megan Neal I'd like to be able to upload files via DnD wherever this is applicable.

]]> Capture page URL where ticket or topic is created Hi, so far we are using the Community App to create a community feedback portal around our service. However we would like to know if it is possible that when a user reports a problem or a new ideas in the Community App the same entry captures the URL of where the feedback widget is being reporting, device information such as browser of mobile phone. So far I am unable to find that kind of support, but maybe I am missing something.

]]> Thu, 28 Nov 2019 19:46:48 +0000 https://support.helprace.com/i389-capture-page-url-where-ticket-or-topic-is-created https://support.helprace.com/i389-capture-page-url-where-ticket-or-topic-is-created Javier Hualpa Javier Hualpa Hi, so far we are using the Community App to create a community feedback portal around our service. However we would like to know if it is possible that when a user reports a problem or a new ideas in the Community App the same entry captures the URL of where the feedback widget is being reporting, device information such as browser of mobile phone. So far I am unable to find that kind of support, but maybe I am missing something.

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

]]> Thu, 28 Nov 2019 19:39:31 +0000 https://support.helprace.com/i767-show-organization-s-name-under-the-user-name-in-ticket-list https://support.helprace.com/i767-show-organization-s-name-under-the-user-name-in-ticket-list Andrea Salicetti Andrea Salicetti 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

]]> Insert images from clipboard Allow users to paste screenshots from clipboard. It is easier for them than saving a screenshot to a file and then attaching it to the editor.

]]> Thu, 28 Nov 2019 19:35:53 +0000 https://support.helprace.com/i507-insert-images-from-clipboard https://support.helprace.com/i507-insert-images-from-clipboard Alexandr Zelenin Alexandr Zelenin Allow users to paste screenshots from clipboard. It is easier for them than saving a screenshot to a file and then attaching it to the editor.

]]> Create ticket with whole organization on CC 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? 

]]> Thu, 17 Oct 2019 16:21:27 +0000 https://support.helprace.com/i793-create-ticket-with-whole-organization-on-cc https://support.helprace.com/i793-create-ticket-with-whole-organization-on-cc Martin Elias Martin Elias 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 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.

]]> Tue, 09 Jul 2019 13:46:47 +0000 https://support.helprace.com/i526-ticket-forwarding-to-external-address https://support.helprace.com/i526-ticket-forwarding-to-external-address Adam Terry Adam Terry 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 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.

]]> Wed, 17 Apr 2019 12:25:27 +0000 https://support.helprace.com/i746-event-times-hh-mm https://support.helprace.com/i746-event-times-hh-mm David David 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 Mon, 15 Apr 2019 19:50:59 +0000 https://support.helprace.com/i520-send-attachments-as-real-attachments-rather-than-links https://support.helprace.com/i520-send-attachments-as-real-attachments-rather-than-links Megan Neal Megan Neal Labels for custom fields I'd like to add labels for custom fields in the user portal, that explain a field better.

]]> Mon, 15 Apr 2019 19:16:34 +0000 https://support.helprace.com/i751-labels-for-custom-fields https://support.helprace.com/i751-labels-for-custom-fields anonymized anonymized I'd like to add labels for custom fields in the user portal, that explain a field better.

]]> Limit spaces to certain users It would be very useful to be able to limit a space to certain registered users, or members of a certain group. I would like to setup a separate space for a testing version of our software/service/product, that is only available to a handful of our users.

]]> Wed, 07 Nov 2018 01:50:09 +0000 https://support.helprace.com/i157-limit-spaces-to-certain-users https://support.helprace.com/i157-limit-spaces-to-certain-users Mike Foster Mike Foster It would be very useful to be able to limit a space to certain registered users, or members of a certain group. I would like to setup a separate space for a testing version of our software/service/product, that is only available to a handful of our users.

]]> Agent teams I wish to create teams of agents to restrict access to content, tickets, users, etc.

]]> Wed, 07 Nov 2018 01:49:32 +0000 https://support.helprace.com/i521-agent-teams https://support.helprace.com/i521-agent-teams Megan Neal Megan Neal I wish to create teams of agents to restrict access to content, tickets, users, etc.

]]>