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Add to Note option in macros
Add the ability to add a ticket note with macros.
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Separate Agent Permission to edit own Messages
Agents should be able to edit their own Messages/Notes. This is needed eg. for correctings typos, et...
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Add agent permission to view \ hide Notes field.
We have a situation where we have auditors looking at tickets - both user and agent responses. The a...
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API - create ticket with note
Hi, would be great to enable the API to create tickets only with note attached, not messages. Right ...
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Provide a way to record notes in a new ticket
Provide a way to record notes in a new ticket without having to create and then convert a message to...
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Filter for "Last Agent Note"
It would be very helpful to have a „last agent note“ for building filters (Similar „date of last age...
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Internal notes/comments (only for agents) in an article.
Hi, sometimes we need to create a note/comment to an article which is only for our agents. For examp...
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Mention creation of linked tickets as notes
Linked tickets are not really visible in the agent interface. When creating linked tickets, it is co...
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Ability to restrict certain agents from viewing notes
Please add the ability to restrict certain agents from seeing notes
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Possibility to add files to a reply or a note when they are edited (like when i create them)
Hi, if I create a ticket, a replay or a note, I can add files to it. Wen I have to edit them, than t...
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Capability to add notes to a ticket locked by another user
Sometimes it's useful to be able to add notes to a ticket while another user is working on the ticke...
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Add agents as followers when mentioned in a note
We would love having the option to let agents add followers by just mentioning them in a note. At t...
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Make CRM notes editable
It would be nice if there was an option to make CRM notes editable. We get information on clients t...
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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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Be able to apply a Macro when adding an Agent Note
In the current specification, you can apply a Macro when sending a reply. However, it is not possibl...
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Split permissions out such it's possible to only inhibit edits to replies sent externally.
It seems that 'edit' and 'delete' both internal notes and replies to customers, have all been lumped...
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Download ticket as PDF without agent notes
It is currently possible to download an entire ticket as PDF. I find this very useful in some situat...
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Split the edit/delete permissions for notes & messages
Essentially we don’t want any messages (to/from our users) to be able to be modified or deleted by o...
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Allow incoming emails from our company domain to be set as agent notes
When our support department needs inside information from a colleague who is not set up as an Agent ...