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amhofmann
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Membre depuis ‎sept. 14, 2020
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amhofmann le Juillet 13, 2021
See contact specific properties from inside a ticket
Currently, if I want to check for duplicate tickets, or I want to check to see if a contact simply has multiple open tickets, I have to go to the contact record for the contact associated with the ticket, and check there. It's an extra step that fe Lire la suite
Répondre Idée Tickets
1 Mention J'aime
1 Réponse
amhofmann le Juillet 13, 2021
Sort ticket views by company or contact
Currently, you can sort ticket views by any table header, except the associated contact or company. There are many instances (daily) where I have the same person submit more than one ticket about the exact same issue. Within an hour or so. Both ti Lire la suite
Répondre Idée Tickets
4 Mentions J'aime
1 Réponse
aaronepperson le Mai 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 Lire la suite
Répondre Idée Tickets
99 Mentions J'aime
33 Réponses
amhofmann
Membre
Juillet 13, 2021
Agreed. This one is a completely unnecessary step and creates a lot of tickets with no owner. It should be an optional feature at minimum.
CarlosRdz le Août 25, 2019
Ability to see if an agent is working on a ticket
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 agen Lire la suite
Répondre Idée Tickets
92 Mentions J'aime
45 Réponses
amhofmann
Membre
Juillet 13, 2021
This issue was opened in August of 2019...should we assume it won't ever happen? 😕 The page should also force a refresh if someone else changes ...Lire la suite
tarrady le Septembre 23, 2020
Visibility of seeing who has a ticket currently open
It would be helpful to see if multiple people have a ticket currently open because when new tickets come through and someone assigns themself, it doesn't always refresh as quick so people are over lapping each other on tickets. If we were able t Lire la suite
Répondre Idée Tickets
8 Mentions J'aime
1 Réponse
amhofmann
Membre
Juillet 13, 2021
I'm a bit shocked that this hasn't been upvoted or commented on. Collission notifications inside of tickets would indeed be extremely useful. It's a ...Lire la suite
James-Preseem le Août 19, 2020
Prevent previously closed tickets from reopening.
I have customers who have a habit of replying to an old email related to a previously closed ticket as a means to initiate a new ticket. As you can imagine this automatically reopens the old ticket and appends the details of a completely unrelate Lire la suite
Répondre Idée Conversations Reporting Tickets
212 Mentions J'aime
64 Réponses
amhofmann
Membre
Juillet 12, 2021
@AGreen3 When you create a new ticket, you can go to the contact's email history, and associate the email from the old ticket with the new ticket. ...Lire la suite
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