New Ideas: General | Helprace Support

Extract data for reports

Laiq Rahaman — Sun, 15 Jan 2023 15:25:08 +0000

I need help extract data (user/agent name, ticket working on, date , status etc.) from Helprace.

I would like to build my own reports using Tableau or PowerBI to show productivity by user/ agent.

Markup support or keyboard shortcuts

Admin Misas.org — Wed, 19 Jan 2022 12:38:47 +0000

When writing technical articles in the KB, it would help a lot to have the ability to use markup syntax within the editor. Once used to it, it is slow and cumbersome to have to use the mouse to select a piece of text to turn it into inline code, for instance.

If integrating markup is complex, it would help to have some keyboard shortcuts for developers, like one for "{ } code". To name a few:

inline code
clear format
paste without format (usually CRTL-SHIFT-V)
insert/edit code sample

Having a dark mode added in.

Robert Fodor — Fri, 17 Dec 2021 13:57:08 +0000

The system is quite bright with the white but a dark mode would help a lot in seeing things clearly. My eyes are sensitive to bright things.

Extend time to edit

rootsmusic — Mon, 05 Jul 2021 14:17:30 +0000

Please extend your expiry of being able to edit my own topics. Please also consider the same idea, as applicable to my replies and comments.

Extend the time to delete my overlooked topic

rootsmusic — Mon, 05 Jul 2021 14:17:57 +0000

My ability to delete this topic will expire after a few hours. Some of my topics don't have any reply, so I'd like to post those topics again in case they were overlooked. Please extend the expiry of being able to delete my own topics that don't have any reply. (I don't want to add "clutter" by duplicating topics.) Please also extend the expiry to delete my own replies and comments.

Whatsapp Support

Khawlah — Thu, 10 Dec 2020 14:19:45 +0000

I would like have Whatsapp support.

Editing my own topic

rootsmusic — Tue, 10 Nov 2020 13:20:03 +0000

Please allow end-users to edit their own topics.

Get Custom Fields in Ticket API

Randy Rijkschroeff — Fri, 22 Nov 2019 20:48:57 +0000

Is it possible to retrieve the custom fields and their data when using the api to get the ticket information.

Customer satisfaction in Helprace API

Petr Pridal — Wed, 11 Sep 2019 12:45:22 +0000

We are keen to read the Ticket satisfaction (CSAT surveys) via Helprace API - and push it to our CRM to the customer timeline.

It seems the Helprace API does not have any information about the rating customers provided, or does it?

We would also need a webhook alert - either via "ticket_updated" or new event related to satisfaction rating.

It is great the Satisfaction ratings has been introduced:
https://support.helprace.com/i332-introducing-customer-satisfaction-ratings
https://support.helprace.com/i328-enabling-and-customizing-customer-satisfaction-ratings
but please add it to the APIs: https://helprace.com/developers/api/!

Sync articles, topics between spaces

C Montagner — Wed, 20 Mar 2019 08:37:08 +0000

Is it possible to sync docs between spaces?

example; I made a file in one Space and I want the same file in the another space, and when I modify the original one, the copied do has to change too.

Is it possible to disable the "Related Topics" on the portal page?

C Montagner — Thu, 14 Mar 2019 08:40:32 +0000

Is it possible to disable the "correlated options" on the portal page?

Greetings,

Cristian - L&S Group

Link Related Cases Feature

Nicole Gomes — Mon, 28 Jan 2019 19:21:47 +0000

Would love to be-able to to link Helprace cases to each other, set the relationship to the case being worked to other cases, and see the relationships when reviewing the case. Something like:

A case searchable section:

Once selected a relationship set up between a parent (the working case) to another case.

Then the display of those relationships somewhere on the case after they are set.

This was one of the most used functionalities we miss from our old tool that would be a huge help since sometimes we have dependent/depended on cases, cases that are already finished but we don't want to merge cause it had a different submitter, or we need to work one case before another and having that not just be a note would be great.

Thanks for your consideration!

Is there a way to obtain reply votes & voters via API?

Bruno Camarini — Tue, 22 Oct 2019 19:35:18 +0000

This doesn't come within the JSON response.

AsciiDoc Support

Christian Marsch — Fri, 11 Jan 2019 07:41:53 +0000

As we are writing Documentation of product in AsciiDoctor it would be nice to import those documents into AsciiDoctor and get them rendered there.

We are using AsciiDoc because it offers great code formatting options (including call-outs) which is quite nice for documentation.

Can you change the ticket merge message?

Piotr Tokarski — Wed, 19 Dec 2018 07:40:34 +0000

Hi,

I've just found out the ticket merge option, which is very useful for us. After first using it I've realised it sends a message to the requester.

It's not a bad message, but the fact that there's no line break between two sentences is slightly annoying for me, so I'd like to change it.

I've expected this message to be editable through Settings >Tickets > Rules and notifications, but it's not there.

So the question is - is this message editable? Where can you edit it?

Thanks

Reporting for custom fields

Lars Johansson — Mon, 03 Dec 2018 15:17:24 +0000

Reporting for custom fields

Global search in admin panel

Piotr Kononow — Sat, 01 Dec 2018 18:49:47 +0000

It would be very useful to have a google-like global search in admin panel. Right now you have to find a section first which can be frustrating.

Tiles / Images for Spaces

anonymized — Tue, 27 Nov 2018 14:47:10 +0000

I'd like to add images/tiles to spaces page, and spaces block on the portal.

Organisation manager (user)

David — Wed, 07 Nov 2018 16:26:41 +0000

It's great to see the arrival of organisations (the only correct spelling lol)

What I'd like to see is the ability to make one of the organisation users as a manager/owner of that organisation container. So all users are restricted to thier own tickets and the manager/owner can see all tickets within the organisation. Minimum level of View.

And could take permission options to, edit, solved, and re-assign ticket to a user within that organisation.

Small overlay beacon

Megan Neal — Thu, 26 Jul 2018 10:10:40 +0000

I'd like to add a small overlay beacon/widget to my site. I want the users to be able to work with our product while a small widget is visible on the right side (or movable) so they don't have to switch windows or tabs back and forth. It shouldn't dim the background. It should be attached on the right of the browser window, possibly detachable and movable to a different place in case it is in the way.