704 results found
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Better automation for tickets
More trigger options for ticket automation and the ability to set ticket field values based on keywords etc.
13 votes -
Remove required fields for technician
When creating a ticket as a technician, be able to override the required fields so that they are not required.
4 votes -
AI to automatically add manual tags that were created by the team
AI to automatically add manual tags that were created by the team
3 votes -
Selecting and Copying the Ticket Title Including the Ticket Number from the Header in a Ticket
In the old interface, the ticket title including the ticket number could be easily selected and copied. In the new interface, this no longer works because the title becomes editable. This is a MAJOR ANNOYANCE as we now have to copy everything twice and then edit it for our ERP system. The time required has increased by a factor of 3-4.
Please fix or address this bug/feature request.
1 vote -
Proper searching
Can we get a proper search, rather than the half-hearted one there is now.
example:
I know a worked on "mimecast archive" for a certain user a while backWhen I try
"mimecast archive" "melanie" not even the current ticket comes upmimecast And Melanie , finds Andrews...
I know I can list the user closed tickets, but the format of a web page, and having to load each scroll down means I can't even ctrl-f and search it like that.
Basically search as it is, is worthless for finding previous tickets.
Please put in a decent search1 vote -
Maintain classic ticket interface
The new ticket interface is simply illegible and incomprehensible.
The following message has been added: "We appreciate your love for the classic ticket page, but it’s waving goodbye on June 26th".
The standard interface should be kept ad infinitum.1 vote -
Bulk Ticket Deletion
Being able to delete tickets in bulk, especially when there are thousands of tickets, to avoid the browser crash scrolling down
1 vote -
google chat
integration with Google Chat built into sites
5 votes -
Add option to specify minutes in Ticket Automation Rules
Currently, the time interval is set for hours. Would be great to have the ability to specify minutes as well. Or allow the use of decimals. e.g. .25 hours for 15 minutes, .5 for 30 minutes, etc.
8 votes -
Highlight a ticket on ticket board
It would be neat to see a feature where one could "highlight" a ticket on the ticket board. Sort of a way to remind yourself or others about a ticket.
1 vote -
Change default ticket view
Allow to change the ticket view to open on the conversation tab instead of resolution
1 vote -
download images in comments via api
Download the images and screenshots from comments. The current API only allows us to see the text in each ticket's comments, whereas we have screenshots and additional info in images which are missing when we use the API.
1 vote -
Teams Button
A button to add to Teams to open a support ticket would be a nice touch. I hope I'm not a duplicate here, as I looked but couldn't believe somebody hadn't already suggested it.
3 votes -
Export tickets based on Current view
We use a combination of Status Field and ticket tags for our views.
Please add the ability to export tickets to csv, based on my Ticket my View.2 votes -
Verify if a ticket is assigned and provide a popup if it has when trying to assign.
When assigning tickets do a check to verify whether the ticket has already been assigned to a technician and if so provide a pop up that shows who it is assigned to and ask whether to go ahead and reassign.
1 vote -
Main page - new ticket button
On the initial page upon logging in, it would be optimal to have a new ticket button instead of having to select the menu option first. Fewer clicks always seems to be more appreciated by users & it could be implemented with very minimal design change.
2 votes -
Internal Training Classification
We would like to add the ability to add a custom field under the Type, for training
1 vote -
1 vote
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action type to add comments
Able to automate to add comments to the ticket
1 vote -
Mandatory Time Entry via Automation Rule or Settings Checkbox
I propose implementing a feature to ensure technicians log time on tickets before marking them as 'Resolved' or 'Closed'. This can be achieved through:
An automation rule prompts for time entry upon status change.
Adding a checkbox in the general settings or for each contract to enforce this requirement.
3 votes
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