773 results found
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7 votes
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!
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1 vote
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Link Contract to Ticket Type.
It is likely a common scenario that a client is on a monthly retainer for maintenance, so they do not pay extra for fixing problems, but if they want a change made, they get billed by the hour.
There is a way to change the ticket type - Problem/Change. so the ticket is categorized correctly- and a way to change the contract, so they can be billed appropriately, but it would be nice if the Ticket Type could be linked to a Contract so they are billed based on ticket type.
2 votes -
Incident Tracking
Ability to easily track incidents for customers.
I.e Contoso has a limit of 5 tickets per month.
Upon the 6th ticket logged, a pop up comes up when an engineer accesses the newly created ticket, advising them the customer has exceeded the monthly incident allowance.
9 votesNice! 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!
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More Snippets
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 votesNice! 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!
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be able to change font size
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 votesNice! 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!
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GPI link
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 -
Ticket Submissions Without Login
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 votesNice! 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!
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Change product family fields required
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 votesNice! 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!
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Ticket Number in Email Template Subject - At the end instead of the beginning?
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 -
Assign contact from Ticket Title
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 -
Advanced Search for Particular Customers for Tickets
Have an advanced search feature where you can search a particular customer for tickets
8 votes -
Schedule Existing tickets to switch from Pending to Open
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 votesNice! 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!
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Next Step Recommendations from Tags
Would be nice to have recommendations for the next steps based on the tag but ability to control it from the admin
1 vote -
8 votes
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!
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Ticket Indicator- product/expense added
Indicator that a product or expense has been added without having to go INTO the product and expense list.
5 votes -
Add a button to bring back the timer if you've closed it already
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 -
Enter Time Duration only
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 -
Send report to Tech every morning with list of open tickets
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 votesNice! 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!
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Email from unknown Contacts and noreply@
Applies to:
Admin > Settings > Tickets
Contacts
TicketsWhen 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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