Search Labels - Deskpro Support
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How do I convert a normal user to an agent?
Question: Someone I want to act as an agent in the helpdesk has been added as a user. How do I upgr...
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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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Lock icon in condensed ticket list view
Add the ability to see when tickets are locked in the condensed ticket view:
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Merge History and Search field in top navigation bar
The interface could be simplified a little by removing the clock symbol in the top navigation bar on...
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Show Notes seperately from replies on agent UI
Hi, we would like agents to be able to have the notes shown separately from the replies. Show all t...
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Show last note on ticket hover
It would be nice if the last agent note was shown as well as the last post on the agent UI when hove...
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Change ticket tab order in the agent view
Would prefer to have the tickets tabs in the agent view open in ascending or descending order based ...
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Attachment previews for agents in Deskpro
We would like attachment previews in messages; similar to how Outlook works. Particularly for images...
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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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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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Increase amount of tickets shown in ticket list
The ability to view more than 50 tickets on the Overview pane:
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View SLA status in List View
Currently you can view the SLA status when viewing tickets, however if you switch the view into List...
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New DeskPro Support UI / UX is really bad
I had been finding information really quickly on the previous user experience and easy to assess if ...
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Determine how often agents send emails when creating ticket in agent interface
I’d like to be able to report on how often agents send a message when creating a ticket. I have the...
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Mass unfollow tickets
It would be helpful if you could unfollow tickets in bulk (through a mass action option).
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Automatically save custom field entries in the agent interface
Is it possible that when an agent chooses an option in one of the ticket fields, we no longer need t...
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Email replies to notes show as replies, want to be notes
We are looking for a way to make it so when an agent email replies to a note, the agent's reply is a...
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Need more ticket metadata when clicking on customer
If I have a ticket open and I want to get a quick sense of the recent tickets that an account has op...
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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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Problems and incidents as a criteria in Filters
I wanted to create a ticket filter in the agent interface to show only tickets assigned to myself bu...
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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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Cursor always on top when scrolling one page further in the ticket view
When scrolling one page further in the ticket view, the cursor should always be at the top. This is ...
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Locking 'ordered by' for agents
The ability for an admin to set and lock the 'ordered by' option for agents so that the agents canno...
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See forwarded messages as separate entries in message log
To have a “forward” entry in the actual note/message time-line as a separate entry, which explains t...