Search Labels - Deskpro Support
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Add 'Quote last message' button into reply box.
In the reply box there is: REPLY | NOTE | FORWARD and the only way to quote is to click on the tiny...
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DKIM signing not works
All outbound emails signed only with deskpro domain key, while customer domain key not used (despite...
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Cannot create multi-level lists
We'd like to be able to add multi-level lists in our replies. It is currently possible to add a numb...
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Sort Resolved tickets by Date Resolved
It isn't possible to sort tickets by date resolved currently. This would be the most useful way to...
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Out of office handling for agents who get assigned tickets
We've had recurring issues where an agent gets assigned something that stays untouched because they ...
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Group Tickets by Brand
Would it be possible to include the “Brand” into the main ticket list as an option to add a column a...
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Read Only for Archived tickets
Just wondering if there is a way that tickets can be set to a "Read-Only" state once they are set to...
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Ticket Filters
Currently, tickets only pull through into a certain filter if ALL listed criteria are met. We would ...
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Filter Order and Re-Order
I like the re-ordering of the "All Filters" list in Admin, but when I select the "Agent Filters" or ...
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Add the ability to choose a default sub-status
Please make it possible to set the default value of Sub-status. Currently it is always "None", but I...
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Ability to see to whom the USER addressed emails that were imported into the system
We would like to see some kind of visual indicator for the addressees of an email sent by a USER. T...
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Ticket Creation by Note Only
Right now, when all reply permissions are turned off for a user, they can still send a reply with th...
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Reports to track ticket deflection
In order to leverage the value of self-service information finding in the Knowledgebase, it would be...
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Name adding
If I add a new ticket and I switch back and forth between message and note for every switch to note ...
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Making teams dependant of departments
Would it be possible to make teams dependant on departments? So when you move a ticket to a new depa...
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Would like more settings on ticket archiving
Is it possible to have some more settings on ticket archiving? We have perpetual tickets for in-hous...
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E-mail agent reply template check ticket status
When replying to a customer, you can choose Resolved and Awaiting agent. If your system is using the...
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Background Colour/Font Size changes to ticket fields
It would be nice if we could change the font size/background colour for ticket fields to make them s...
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Merged tickets should leave the order number of the merged ticket as a comment
I would like the order number of the previously merged ticket to be displayed as a comment once merg...
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Enable smart-parsing of emails forwarded into the helpdesk by users
We would like this option to be availble for non agents as well:
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Have the ability to pre-select and hide parent departments so only child departments are visible on ticket submission form
The ability to not have parent departments visible if you always want that to be the selected depart...
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Browser tabs having title as subject line of ticket open
I often have a number of tabs open in my browser for cross referencing, leaving me with a row of tab...
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Calendar view, ticket scheduling
Our agents have to complete tasks, which should be done regularly, for example maintenance or vehicl...
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Repeating Task or Ticket
I want my team to do a certain task every hour (specifically at night). It would be useful to creat...
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Adding multiple users to the 'To' user field
Currently you can add one owner and then multiple CCs to a ticket. We would like to be able to add ...