Search Labels - Deskpro Support
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Changing the order of messages on a ticket
In Deskpro, you can change the direction in which chronological messages are displayed on a ticket f...
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If an agents open the same ticket show them info that another agent is in a ticket
If an agents open the same ticket show them info that another agent is in a ticket.
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Add agent-forwarded messages to ticket through tag
I would like the ability to forward mails as an agent and then add a mail tag like #addto:<Ticket ID...
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Limit total number of tickets assigned to an agent
Limit the total number of tickets assigned to an agent at any one time. For example, after 50 ticket...
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Let agent choose default response status
The ability to set the default action in preferences when replying to a ticket to be “Send Reply as ...
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Custom Fields for Agent Profile
Add custom fields to the agent profile. These should only be visible to individual agents and admini...
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Allow agents to choose Microphone and Speakers used by Voice
1) Ability for agents to easily choose which device is used for Microphone / Speakers by Deskpro Voi...
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Agent Avatar
Is it possible to show agent pictures just for internal agents and not for users? If a user is regi...
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Restrict the Agent and Agent Teams that can be selected in the ticket assignment drop-down menus
Dear Deskpro, We'd like to be able to restrict what agents can select in these drop-downs: For exa...
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Article agent permissions
I'd like to be able to restrict article access in the agent interface to agents from specific depart...
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Username Login for Users
On the portal page, it requires an email and password, but on the agent portal, it can be a username...
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When copying text into Deskpro reply box, would like it to retain original formatting
Currently when copying text into the Deskpro reply box, it loses all formatting of the original text...
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Agent assigning Team view
When assigning a ticket to an agent, we want to be able to set it so that the agent can only see tea...
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Let agents confirm certain urgency levels
Some agents tend to set the urgency to 7,8,9 on all tickets because they have some strange feeling t...
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Visibility over "real-time" agent activities
Is there a way I can see real-time Agent activities, as in what tickets they have open?
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A better way to track agent ime
Hi, I think a better way to track agent time spent on tickets would be to force the agent to allocat...
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Let Agents Customize Ticket Options (like Send User Email Notification)
Some like it enabled by default, others don't. This should be a per-agent configuration option. In ...
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Prevent urgency changes by agents
Is there a way to prevent Agents from modifying the Urgency field and have it act as only read-only....
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Relative Time vs Actual Time as Agent Preference
This is a request to allow agents to control whether relative times or actual times are displayed on...
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Ability to use "Display Name' from AD as default agent name
When Active Directory synchronization is used, Display names/agent names are overwritten in Dekspro ...
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Add Dates In Search Dialog
Would be useful to add in the search dialog the date the ticket was created, sometimes we search in ...
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Enable Keyboard Shortcuts for individual agents
Shortcut Keys have been problematic for many agents so I turned them off ... however some other agen...
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Mark agent as absent / enter substitution for agent
We would like to mark an agent in Deskpro as absent or it should be possible to enter a substitution...