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Why is some of my agent interface missing?
Question: When I log in to the agent interface, I find that one section of the interface isn't ther...
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Toggle showing user email address
Have the option to turn off the email addresses next to user names. The agent would still be able to...
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Possibility to translate Signature
We want to have the chance to translate our agent signatures.
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Adjustable column headers in agent interface
I thought that I would be able to resize the column headers on the item list pane in the agent inter...
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Option for agent interface to default to Note
Most of the ticket work we do is adding admin notes on tickets rather than sending user responses. ...
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Task creation usability enhancement
When you add a task, and press the enter key, a new line is added to the task window. However, your ...
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Ability to see if a ticket has an attachment directly on the ticket overview
It would be perfect if you could see if a ticket has an attachment directly on the ticket overiview.
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Granular Field Visibility Access in the CRM
We would like the ability to limit the visibility for agents to see fields for Organizations and Peo...
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Additional Avatar Sources
It would be nice if all SSO / Auth apps tried sync linked profile pictures or ldap stored photos. Go...
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Let the Agent Keep a Reply Draft when Changing the User
Some of our agents regularly change the users of tickets created by one of the forms on our website....
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Ability to disable closing a ticket function when clicking on an already highlighted ticket in the list pane
I have made this same mistake way too many times, that I clickied on a ticket in the list pane, thou...
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See Urgency of ticket when set to Awaiting User and Resolved
Please enable the ability to show the urgency of a ticket even after it is awaiting user or resolved...
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Viewing agent-only notes
Many times when another agent continues working another's ticket, it's helpful to filter out the rep...
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Option to Disable Agent IM
Our organization already has an IM platform (ex: Skype). And so the presence of an IM option in one...
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Macro Action - Set No Agent Team
Please extend the "no team" option from ticket triggers to macro actions. This would be very helpful...
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Add Not On Hold to Custom Filter Criteria
Add Not On Hold to Custom Filter Criteria.
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Set Ticket Due Date
I would like to be able to manually set a date when a ticket is due. Sometimes we have requests that...
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Resend Message Option
By default we don't have "Email User" enabled Sometimes an agent will add a message to a ticket but ...
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Errors with certain special characters such as (ç)
Hi, I got two system errors (json_encode(): Invalid UTF-8 sequence in argument ) for using a special...
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All fields on Ticket shown in Agent Interface without having to click on more
Please allow a user to default the top box (properties/task/time log) to be open so that the fields ...
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Option to Show Organisation Contact Details on Person Screen
When viewing the person information screen, it would be handy to see the contact details (ie phone n...
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Ticket User / CC Fields for User with Multiple E-Mails Issue
Let's say you have a user with multiple e-mail addresses. When you go and create a ticket, you sele...
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Agent interface: Inserting article into ticket, using search function
It would be nice, if you could insert a article/download into a ticket reply, using the search funct...
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Ask for feedback every Nth ticket...
We find it a little heavy-handed to only have a feedback request tied to "time since resolution." I...
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Display all open tickets for organization
If the user is assigned to an organization, it would be helpful if during the ticket opening process...
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Ability to display a special note in a ticket
We would like the ability to display a highlighted, always viewable note for a ticket, user, and/or ...
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New Admin Interface
Our goal as we develop DeskPRO is to make it powerful, but simple. We've put a lot of work into mak...