Search Labels - Deskpro Support
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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...
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Trigger criteria for ticket including ticket charge
Currently there is a trigger criteria 'new charge added' for checking whether a billing entry was ad...
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Download multiple tickets at once
The ability to download multiple tickets at once as PDF (both through the agent interface and in the...
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Link knowledge base articles into ticket
Ability to link knowledge base (KB) articles into a ticket. Just like the sub menu in Actions of ti...
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Attaching multiple files to a ticket using the attach button, not the drag and drop method
The ability to attach multiple files at once through the 'Attach' button on the ticket. Rather...
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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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Have a setting to make it so agents must provide a label for tickets
Like with custom fields you can 'require agent to enter a value', we would like labels to also have ...
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recall message
Add the possibility of recalling messages sent through Deskpro (a feature to unsend messages).
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How to make Message and Subject field not required
The possibility of removing the message and subject field from ticket forms, so that message/subjec...
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Prevent users from resolving tickets
Add the possibility of preventing users from setting tickets to resolved.
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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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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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Let agents include tasks and comments when printing tickets
Some of our agents want to use tasks to manage their tickets. For legal reasons, they would like to ...
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The ability to stop Deskpro creating a new ticket be default if Deskpro email address is down as a cc
If Deskpro is included as a cc on a ticket, a new ticket is started. We would like a check that sees...
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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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Display merged ticket messages more clearly
It would be great if once tickets are merged that the merged data is identified in the message box h...
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Manager access to child organization tickets
It would be helpful if there was an option for managers of parent organizations to have access to th...
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Merge ticket trigger criteria
Currently it isn't possible to trigger actions based on when a ticket is merged. This would be rea...
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Ticket filters with 'OR' logical condition
Ticket filters are quite flexible via the number of fields that can be selected to create them, but ...
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Saving attachments fails without indication when the virus scanner interferes
Saving attachments fails without indication when the virus scanner interferes We often send attachme...
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Different ticket defaults for departments
Currently the ticket default settings are global. It would be helpful if we could vary defaults for...
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Close Ticket through email
Is there any way to provide an option button to allow users to close tickets through email?
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Update ticket properties from variable in email text/body
Sometimes, it is useful to create tickets from 3rd party services which don't allow you to customize...
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Option to display additional user/organization details within the new ticket form when an agent is creating a new ticket
When creating a new ticket in the agent interface, after selecting a user, some user information is ...
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Add ability to change "Open Tab" default on new tickets
I would like it if I could change it so that the Open Tab option defaulted to unchecked when creatin...