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  1. You can't make bullet points or add links (you can add links, you just have to wait and see after you send it if it's working).

    1 vote

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  2. You should be able to search all tickets at once when something comes through you regular user inquiry email and you've got to assign it someone on your team, but first you've got to check if it hasn't already been assigned by someone else.

    1 vote

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  3. I migrated from tenderapp, and they gave me a folder structure of .JSON tickets. I would really like to import these into tenderapp somehow, so I can keep the history of our support.

    I think this should be implemented for other services as well, zendesk, tenderapp, etc

    1 vote

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  4. I'd like to have a setting so that I can choose NOT to have tickets I respond to by email be closed automatically. Often I like to reply quickly to acknowledge receipt of the issue - and then follow up later with resolution - but that requires finding and reopening the ticket.

    1 vote

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  5. Pipe in what people are saying about us on Twitter in the Admin Console - and allow us to turn them into proper messages

    77 votes

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    started  ·  Mansi Puri responded

    Lorem ipsum dolor sit amet, consectetur adipiscing elit.

  6. When a ticket comes in, I have to manually hit the refresh button or navigate to a category (Everyone else, Unassigned, etc), in order for the list of tickets in the middle column to update.

    This wouldn't be too big of a deal, but the interface (which is nice), makes you feel like an email client, which updates itself as time goes on.

    I would love to see the Admin Console support automatic updating/refreshing of the ticket queues.

    1 vote

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  7. As a manager, I need to keep an overview of how we are processing tickets. Right now, there is no setting for me to get a notification when a ticket is closed, meaning I have to log in to ZenRep to check if people are doing their jobs. Adding answers/closed notifications to the daily digest would suffice too I guess.

    1 vote

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  8. We would like to see customer response, but don't want to get entirely new topics. Can you please make it possible for users to comment on topics we create/import, but without letting them add new ones?

    71 votes

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  9. it would be great if we can have a sreen with the Contact Us option alone. Some users get confused and try to get support through the ideas forum instead of opening a ticket.

    1 vote

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  10. When setting up a rule for incoming tickets, I'd like to be able to filter these based on what address the original email was sent to.

    We have

    tickets@mydomain.com and support@mydomain.com both forwarding to tickets@mydomain.ZenRep.com

    I'd like to assign tickets based on the incoming address.

    1 vote

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  11. Sometimes a user pulls out the part of the email we parse to thread messages, and their reply comes in as a separate thread. Or they just send responses as new emails. Having the ability to merge two threads from the same user would be ideal.

    1 vote

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  12. I need to have an overview of how we process tickets. There is no setting to let me know when a ticket is closed. This means I have to check in ZenRep to see if people are doing their jobs. I guess we could add answers/closed notifications to the daily digest.

    0 votes

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  13. At the graduate school we have a team of three people doing triage on new tickets. They either answer or assign them to a specialist. One of the three acts as team lead and assigns one-third of the tickets to each of her teammates. During the height of application season this could be a few hundred tickets every morning. All of this work could be avoided if a rule could be created to assign the tickets round-robin to these team members as they are received.

    13 votes

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

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