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  1. Sometimes one of the admins might forget to reply to a raised ticket. It would be very helpful to be able to send the assignee a reminder about the ticket.

    25 votes

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  2. Within Setting/tickets/RULES, you can set auto-reply based on certain rules.
    There should be a way to enter HTML so the e-mails can be A. Branded B. Have LINKs embedded into text.
    For e.g. to avoid ugly links like : Click here to track a package http://www.xyz.com/track-a-package/
    and replace ugly links with as a link in itself.

    53 votes

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  3. 18 votes

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  4. Instead of having to click on each ticket to see who has been assigned a ticket... I wish there was a one page view to see who has currently been assigned a ticket at a glance.

    16 votes

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  5. 23 votes

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  6. A user can contact us but how can a user see which of his messages are open, or what the status is of his submitted topics is?

    72 votes

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  7. There are occasional needs to print tickets. The current frames format make printing just the contents of the ticket difficult. I would recommend that you add a "Printer Friendly" option to the pull down menu associated with each ticket. When selecting this option, a new window would open with the ticket in a printer friendly format.

    25 votes

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  8. Have the share button point to the URL. Basically so facebook users can post their content to their own facebook wall.

    28 votes

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  9. When you reply to a ticket, your replie name is always "Support Request". You should be able to change this to something more personal to your company e.g. Your Company Support

    18 votes

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  10. Would be nice to see some breakdowns of the response time it takes from when a ticket is created to first response, to closing the ticket, etc.

    1 vote

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  11. This way, once we answered a support question, there would be less chance we would have to answer a similar question.

    1 vote

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  12. How can I change the content of outgoing Support emails (that are auto-generated with each ticket?)?

    1 vote

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  13. When seeing the "feedback and support" tab on a page, users assume that when they enter a ticket, you know what page they are on. But the widget does not add the URL location to the ticket. That would be nice to have.

    1 vote

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  14. Our clients wish to see details of helpdesk tickets we receive, we don't want to give our clients access to our admin panel, we just need an easy way to share meaningful data (similar to what is shown on screen in reports beta) with them on a periodic basis, so they are informed of the type of helpdesk tickets we are receiving and they can tell how quickly we are closing them.

    1 vote

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  15. Sometimes people send multiple tickets saying the same thing

    Notes:
    * Probably only works if the creators of each ticket are watchers/CC's in the other ticket
    * Messages are combined and sorted chronologically
    * Tags are combined
    ** Namespaced tags are kept for the "winning" ticket
    * The creator of the "winning" ticket is used, other CC's/watchers are combined
    * Assignee, priority, status, etc., are kept for the "winning" ticket.

    21 votes

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  16. Our support team often post link from the support site on our development tracker for bug report or feature request. The problem is that there is not easy way to link to ticket.

    URL look like this: https://youdomain.ZenRep.com/admin/tickets/#!search?term=assignee:others+status:open&pages=2&id=294

    and those link are not working, all I can get is "No record selected".

    As you can understand, this is hurting our workflow and communication.

    1 vote

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  17. The ticket overview list does not indicate the ticket's status. It would be great if open tickets would be immediately recognizable

    1 vote

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  18. Have a way to quickly sort/filter tickets by the admin they are assigned to

    1 vote

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  19. Your smtp helo of "smtp1.ZenRep.com" is ok.
    Your sending IP does have FcrDNS, but it is a generic host name

    1 vote

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  20. Currently we can keep Feedback forums locked so that only authenticated users get in. I unknowingly figured Helpdesk worked the same way. I need to be able to tie tickets to users so I can get statistics back into our CRM system on how often each customer uses support. We also want to have a call center app for our CSRs that will allow them to pull up the last X tickets for the customer they are on the phone with. We can do this with feedback/ideas but not tickets. Or at least could we get all the tickets for…

    1 vote

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