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  1. 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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    Lorem ipsum dolor sit amet, consectetur adipiscing elit.

  2. 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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  3. 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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  4. 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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    0 comments  ·  3rd party Text Chat  ·  Flag idea as inappropriate…  ·  Admin →

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  5. 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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  6. 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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  7. 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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  8. 23 votes

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  9. 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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  10. 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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  11. 18 votes

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

    2 votes

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  15. 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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  16. 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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    0 comments  ·  3rd party email  ·  Flag idea as inappropriate…  ·  Admin →

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    started  ·  Mansi Puri responded

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  17. 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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  18. 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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  19. 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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  20. 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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