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  1. 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

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  2. 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 back

    When I try
    "mimecast archive" "melanie" not even the current ticket comes up

    mimecast 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 search

    1 vote

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  3. 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

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  4. Being able to delete tickets in bulk, especially when there are thousands of tickets, to avoid the browser crash scrolling down

    1 vote

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  5. Add the ability to customize the automated responses that get sent to users when technicians comment on tickets.

    2 votes

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  6. 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

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  7. Allow to change the ticket view to open on the conversation tab instead of resolution

    1 vote

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  8. 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

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  9. 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

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  10. 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

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  11. 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

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  12. 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.

    7 votes

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  13. integration with Google Chat built into sites

    4 votes

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  14. 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

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  15. We would like to add the ability to add a custom field under the Type, for training

    1 vote

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  16. 1 vote

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  17. It would be nice to have several time frames as predefined buttons, e.g. 15 min, 30 min, 1h, 2h.
    That would speed up adding time entries

    6 votes

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  18. More trigger options for ticket automation and the ability to set ticket field values based on keywords etc.

    9 votes

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  19. Able to automate to add comments to the ticket

    1 vote

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  20. I propose a critical enhancement: the ability to forward emails from tickets to other internal departments or external entities without modifying the original ticket content or requester information. This functionality is vital in scenarios where individuals beyond the original requester need to be engaged for resolution, such as liaising with a key account manager or arranging new hardware purchases.

    The absence of this basic yet essential feature in a service desk environment is a significant oversight. Its implementation would greatly streamline communication processes, ensuring efficient and effective resolution of tickets that require broader collaboration.

    4 votes

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