Tickets: Top Ideas: : General | Helprace Support

Time tracking for tickets

Edward — Mon, 23 Oct 2017 11:17:29 +0000

I need the ability to create and present reports to my clients as to how much time they have used in a period, a listing of incidents for a client; dates, times, brief summaries of ticket problem and maybe even resolution. Also I am looking for a program with a timer and/or time sheet attached to the ticket.

Most of my clients are businesses who are contracted with me for IT services. So I need to bring up a Company... which might have several users linked to it, and start a ticket, which in turn might have several actions and updates with time and notes attached to it.

Facebook & Twitter Channels

Edward — Mon, 15 Apr 2019 19:09:27 +0000

I'd like to configure Helprace in such a way that anything posted to my Facebook page is logged as a ticket. The same would be great for my Twitter too.

Creating a ticket from an email I forwarded manually

Megan Neal — Wed, 13 Dec 2017 11:29:03 +0000

We're forwarding tickets to our Helprace account automatically. It's been setup by following these instructions Adding mailboxes and setting up email forwarding. All is well with that.

Though occasionally our customer may send a support request to my personal email. I wish to forward such an email to our Helprace address and see it converted to a ticket with a proper requester being set.

Add notifications for SLA violations

Megan Neal — Thu, 14 Dec 2017 15:29:18 +0000

I want to send emails to agents or their managers automatically if certain ticket doesn't meet SLA target. This would help us to solve urgent tickets in time.

Custom ticket statuses

Jacob — Fri, 20 Oct 2017 15:55:07 +0000

Adding custom ticket statuses that will allow agents to set it for the correct time and setting for the ticket. Also needs to reflect on customer portal so the end user(customer) knows that the status is.

Ticket escalation rules

Ryan Kuhn — Wed, 13 Dec 2017 17:50:58 +0000

e.g. escalation paths to users and groups based on priority of task

Separate ticket reports for organizations

Win — Thu, 17 Jan 2019 07:56:26 +0000

Push notifications

Manuel L — Mon, 29 Jan 2018 16:37:36 +0000

Push notifications would certainly improve response times by my team. It should be possible to activate those for individual filters.

https://framework.realtime.co/demo/web-push/

Exporting tickets

EPMO Hawaii — Mon, 23 Oct 2017 11:24:03 +0000

How can the tickets in our Helprace account be exported for archiving? Something like a csv or tab delimited file would work.

Auto response emails with suggested answers

Megan Neal — Fri, 15 Dec 2017 16:42:34 +0000

I know Helprace shows suggested articles from my knowledge base and community when user is submitting a ticket via support portal or feedback widget. I would also like a similar functionality for users, who send their tickets via email. I wish Helprace to send then an automated response with a list of suggested articles/topics. The list has to be generated automatically based on the text of user email.

Archiving tickets

Megan Neal — Thu, 14 Dec 2017 15:38:59 +0000

I wish ticket to be automatically archived after certain period in no activity on it (e.g. 120 days).

General idea of archived tickets:

Users and agents should not be able to reopen archived tickets
No notifications should be sent for archived tickets
Automations should not run on archived tickets

Tracking email open rates

Mica — Tue, 17 Apr 2018 10:21:09 +0000

I wish to be notified if customer opened the email I've sent them. I would also like to filter or search all unopened emails.

Light agents

Chris Brown — Mon, 18 Dec 2017 16:18:02 +0000

Light agents should be able to add private notes to tickets. They should not be able to response to customers though.

Use my own mailbox without forwarding

Harish Vasishta — Mon, 26 Mar 2018 10:08:14 +0000

e.g. via IMAP

Show My requests in main menu

Piotr Kononow — Fri, 06 Apr 2018 16:05:40 +0000

For a logged in user show My requests in the main menu. Ideally with a number of open tickets. Right now it is not clear where to find it.

Daily status email

Kranthi Kiran Pulluru — Mon, 23 Oct 2017 10:36:53 +0000

As a business owner, I would like to receive a daily status of tickets on email. This will help me assess how responsive my team is to customers without having to login to helprace.

Status as of Yesterday-

Total Pending - 3

Waiting for customer response - 4

Total resolved - 358

Yesterday's Activity

New tickets received - 3

Replied to customers - 2

Resolved -1

This week

New tickets received - 15 (30% higher than average)

Replied to customers - 12 (24% higher than average)

Resolved -11 (12% lower than average)

Mark tickets with unread customer replies in bold

Videoguy789 — Mon, 23 Oct 2017 10:38:31 +0000

Just want to suggest that ticket new replies by customers will be highlighted as it is in email inboxes.

Add response time condition to SLA

Mrivera — Thu, 14 Dec 2017 14:19:01 +0000

i.e. Time to Answer

SMS tickets

Info — Thu, 14 Dec 2017 16:13:03 +0000

I wish to receive tickets and respond to them via SMS.

Prepopulate ticket fields

Megan Neal — Mon, 18 Dec 2017 12:02:10 +0000

I wish to provide user a link, which would prepopulate ticket message field. I know I can do this with the title as follows. It would be nice to add support for the message field too.

/add-ticket?title=prepopulated+title