Etsi nimikkeitä - Deskpro Support
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How can agents communicate with each other within Deskpro?
1. When viewing the details of a ticket, an agent can write a note instead of a reply. This is visib...
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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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Setting a default status when a note is added.
Currently in the ticket defaults you can set a default status for when you're sending a reply. It w...
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Create ticket with Note
We're using on-prem version 2019.7.3. - and when I create a New Ticket and switcht to NOTE, it still...
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being able to search in Organisation's Notes
Dear Team, <br /> It would be very useful to being able to search in the Notes fields under Organis...
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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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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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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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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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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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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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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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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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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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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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Ability to restrict certain agents from viewing notes
Please add the ability to restrict certain agents from seeing notes
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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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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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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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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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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 to Note option in macros
Add the ability to add a ticket note with macros.
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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 ...
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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...