Great minds think alike

It would be useful to be able to manage the way ticket are named. Especially when the tickets are automatically created with Conversations.   For instance, an user could set the Ticket name to be : Email subject + Contact Name and Company.   As the number of tickets increases, this will help to prioritize and manage them. ...read more

Currently the search function for tickets only displayes results based on the name of a ticket. Quite often when searching for a ticket/email the title is not known, which leads to frustration. The solution I have found is to search via contact information on the contact page instead, however I wonder if it would be possible for the search funtion to also search the content of the ticket/emails.   2nd to this, and perhaps more viable, is the ability to search for email content from the "search activity" field within a ticket (see screenshot below). Currently this only searches for email titles, but this is not often helpful when all the emails have the same title. It would be more efficient if it could search the full content of the emails in the ticket. ...read more

We need to have multiple teams collaborating on specific issues; for this to work, it would be essential to have a "clone ticket" feature and to be able to associate them, so both owners receive notifications. ...read more

Auto assigning tickets on the first reply   A good feature would be to have tickets auto-assign itself to the first person(Support Agent) to reply to the email in that ticket and a widget on the ticket that shows who's looking at it in real time would be very helpful!   My team works on an open inbox system and we grab tickets as they come in on a first come/first serve basis. By allowing to a ticket to auto assign to the person who replies to it, there's less human error. Also, if someone is looking at a ticket, people will know and both people won't reply at the same time.  ...read more

It would be great to be able to customize the customer portal with something other than support tickets. Ex. A place for customers to upload documents, view project status, etc.  ...read more

The ticket status can be 'open' or 'closed', making the timer run or stop. I want to be able to pause the timer, the timer should then stop when a ticket is in a 'pause' status to rule out the time a ticket is waiting on the customer.   open > timer counts the time a ticket is open pause > timer stops counting until the ticket is in open or closed closed > sets the close date and stops the clock ...read more

I would like to be able to copy an existing ticket to carry over the ticket properties as well as the contacts, deal, and company associated with it. We do this manually now and it's time consuming and leaves room for human error. When copied, I would only want to copy the properties and associated deals, companies and contacts. I would like to rename it and start with a “clean” ticket with no conversations or notes transferring over.   Our use case is for manufacturing transferring over to service. We have a production ticket with all of these values filled in and we want the same information to be in the service ticket. Right now I have to fill in all the fields, it seems like there could be a way to add this functionality and save us time and remove human error. Thanks for listening! ...read more

We have staff which shifts overlap for a few hours, sometimes they end up working on the same ticket, as they don't know who is working in it or not, with Zendesk we were able to see when an agent was working with a ticket, by displaying if an agent had a ticket open or not.   Our support agents are aiming to work on ALL TICKETS queue, so they can help each other and meet our SLAs better.   Please see screenshot attached of other software allowing this feature, software is TradeGecko and Zendesk   ...read more

*Submitting on behalf of customer*   Tickets are a great way of managing customer support/services. However, it would be helpful to allow for the automatic reopening of closed tickets that receive a reply from the customer.   Currently when a ticket is closed and the customer replies, it remains closed. This can lead to missed replies when focusing on open tickets. ...read more