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  1. I would like a snippet for the email body when a user submits a ticket via email. It would allow me to add it to an email template so I can see what the details of the ticket are.

    9 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Under Review  ·  Nir Gilbert responded

    Nice! The feature you requested is being considered for development. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  2. when replying to ticket you are unable to change the font size so when you are pasting things from other websites into your reply the font sizing for the whole email is off

    9 votes

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    0 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  3. For tickets: GPI system. When a ticket opens up, a GPI link is added and it will bring up all the information about the customer. Makes the work easier. It brings up all the info such as software, windows,

    1 vote

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  4. Please add the ability to allow "New or Existing users to submit a ticket without the need to login to the portal.

    The ability to embed a form or something on my website that give users the ability to submit a ticket which can then be updated or attached to a client from the admin side, or automatically based on their domain.

    I have found that clients often forget to use the support portal and end up sending tickets to my personal email, to which then I must go manually create the ticket.

    Anything to make the process easy for…

    6 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  5. It would be interesting to change the required fields in the Custom Files>Product family section.
    It doesn't make much sense to force you to add Child values to a category.
    What would be mandatory is to create the category value and then it would be optional to add child values. Not every time you create a value you want it to have subcategories.

    6 votes

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    2 comments  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  6. Would it be possible to have the Ticket Number snippet TRAIL an email Subject line, rather than being required to start the email in order to have it added to an existing ticket (but still have replies added to the existing ticket)? This could help bring the subject itself to the forefront when viewing on a smaller screen/etc., allowing the user to focus on that rather than the ticket number.

    1 vote

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  7. Ability to change the contact with an automation rule.

    Example:
    We get tickets from our mailbox via a mail. A ticket is created and the phonenumber is in the title. I want to create a automation rule which checks this phonenumber and if this number is added to a contact i want to assign this ticket to the contact.

    7 votes

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    1 comment  ·  Tickets  ·  Admin →
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  8. Have an advanced search feature where you can search a particular customer for tickets

    8 votes

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  9. We would like the ability to take an existing ticket and change it from open to pending and then schedule when it would switch back from pending to open on a specific date.

    7 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  10. Would be nice to have recommendations for the next steps based on the tag but ability to control it from the admin

    1 vote

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  11. 8 votes

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    1 comment  ·  Tickets  ·  Admin →
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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  12. Indicator that a product or expense has been added without having to go INTO the product and expense list.

    5 votes

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  13. If you close the timer you are in trouble. the only way to bring the timer back up is to reopen the ticket. need button to bring the timer back

    6 votes

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  14. There are times when I would like to just enter a DATE and DURATION worked on a ticket but not a START or END TIME.

    There also times when I want to enter just the DURATION and NO Date, Start or End time.

    3 votes

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  15. Have a morning report being sent via email to technicians with a list of all the open ticket assigned to them that have not yet been closed.
    Example: Tech A has 3 open tickets from previous day, a report is sent to the tech with the ticket numbers and reminding the tech that those tickets need to be addressed.

    7 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  16. Applies to:
    Admin > Settings > Tickets
    Contacts
    Tickets

    When an email arrives to our helpdesk it creates a ticket, which in turn a response is sent to the sender by the helpdesk.
    In some cases we want to block that sender. In other cases we want the email, but an automated reply from the helpdesk creates a loop in email responses as "unmonitored email address".

    Please add additional options on the Admin > Settings > Tickets screen.
    So we can setup a few automated processes from unknown contacts (not already in our system), AND how to deal with "noreply"…

    4 votes

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    1 comment  ·  Tickets  ·  Admin →
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  17. It could be very usefull the possibility to send notification not only to the contact of the ticket, but also to the main contact of the customer.

    For example, to send a notification also to Main Customer Contact when a ticket is closed.

    And anyway, the possibility to have "Main Contact" as option, in the destitation dropdown.

    2 votes

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  18. It would be useful to be able to order the quick reply templates rather than all new ones just going to the bottom of the list.

    8 votes

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  19. It woud be helpful to track Technicians assigment history in Conversation List to know Technicians change and also who changed the Technician or is assigen automaticaly by Rule with Date and Time.
    Sometinkg like this:

    For user change:
    On 07.10.2021 at 14.35 Technician1 assigned the ticket to Technician5

    For auto assign:
    On 07.10.2021 at 14.35 System assigned the ticket to Technician5
    or
    On 07.10.2021 at 14.35 Technician5 is assigned by rule Rule1
    or
    On 07.10.2021 at 14.35 Technician5 is automatically assigned

    6 votes

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    Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!

  20. Add option to create automation rules, to the fields of the tickets like if i chose a priority high the ticket impact is minor when i edit some field.

    or add the option that automation rules have the condition "When X Field change"

    4 votes

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