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deliverables
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Member since ‎Nov 19, 2019
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Brycelbrewer on October 05, 2018
Adding Tags to Knowledge Base for better search functionality
It would be useful to add either hidden or visible tags to Knowledge Base Articles to ensure that they show up when searched. Some people use terminology that we don't typically use or promote but we want them to be able to find the correct posts. read more
Reply Idea Knowledge Base
40 upvotes
27 Replies
deliverables
Member
December 08, 2019
Please have this. Our clients use different terminology and we don't want to have to manually include tags in every article
aaronepperson on May 28, 2019
Auto assigning tickets on the first reply
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 ti read more
Reply Idea Tickets
99 upvotes
33 Replies
deliverables
Member
December 05, 2019
+1 to this. I understand that we can use Workflows to round-robin tickets but there are certain scenarios where tickets will be answered on a first c...read more
RERM97 on January 31, 2019
Workflows smart delays
I'd love to have an option in workflows that allows me to set (for example) a 7-day delay but any contact that meets the if/then criteria goes automatically to the next step. This would allow workflows to be smarter and more fluent.
Reply Idea Workflows
26 upvotes
10 Replies
deliverables
Member
December 03, 2019
+100
Lu2Swag on January 08, 2019
Automatically Close an Email in the Conversations Inbox when a Ticket is Created.
Our Customer Service Team uses a Shared Conversations Inbox.... They create tickets from emails and close out the emails in the inbox once a ticket is created - the inbox then reflects only 'unworked' emails. When using the conversations Inbox i read more
Reply Idea Tickets
117 upvotes
39 Replies
deliverables
Member
December 02, 2019
+100. these would drastically reduce the work of having to return to Inbox, searching for the relevant convo, and closing it. Also, the conversat...read more
xavierparduyns on April 28, 2017
Notify Task Creator when Task is Completed
I think it could be great if the creator of the task will be notified when the task is finished or is waiting... And have a discussion on the task
Reply Idea Tasks
179 upvotes
87 Replies
deliverables
Member
November 19, 2019
+1 to this idea. It would give clarity to the creator of the task whether to task has been completed correctly.
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