Deskpro Support
-
Ability to tag agents with categories
Add a feature to tag agents with catagories. I.e admin/agent, main team they belong too, languages t...
-
Initial Response notification from user to agent
I'd like the ability to have the executives to receive an email stating that an email has been ackno...
-
Please add search articles by author
Please add an Enhancement / Feature to Searching / Sorting Tickets our Articles created by a particu...
-
Ability for Admin to remote logout agent
I would like a way to remotely log out an agent. I have had a couple situations where an agent forge...
-
Why can't I see flags?
Question: When other agents on my helpdesk set flags, I can't see them. Is there something wrong? ...
-
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...
-
Agent Seperation for Knowledgebase Sections
There is currently a way to segregate users to sections of the knowlegebase but there is no way to s...
-
Ticket feedback to be emailed to agent
Any chance there can be an option to have any ticket feedback automatically mailed to the agent? Mos...
-
Multiple signatures per agent
We have agents that work in multiple departments. Each department has a different email and phone nu...
-
Restrict agent permissions to Knowledgebase (KB)
We would love the ability to restrict agent side permissions for KB articles (ie: some agents cannot...
-
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...
-
Add more flags for agents to use
Flags are cool, but it would be useful to let agents use more flags.
-
Allow agent filtering on Ticket Satisfaction reports
Can't seem to see a way to filter Ticket Satisfaction by agent or team. We have 100 agents over 9 d...
-
Add Agent that Receives Feedback as Follower on the Ticket
It would be useful to be able to add the agent that received feedback from a user (through the "Sati...
-
Toggle All does not work as expected in Department adding for agents
When adding new Department, Permissions section, Agent Permissions: "Toggle All" in Full Access col...
-
Light agents
I think it would be a great idea to create 'Light Agents' An agent that can view and manipulate tick...
-
Public chat history should be visible to agent handling the ticket that was created from it
At the moment, chat history can only be viewed by agents that are members of the same chat departmen...
-
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...
-
Let agents customize chat notifications when they are mentioned in a note
When a mention is added in a note, the mentioned agent gets notified by email when they are offline ...
-
Agent on vacation or out of working hours setting for agents
Could we look at creating a setting for agents to foward all tickets to another agent while they are...
-
Insert name of Performing Agent with Variables
It would be good to have a twig variable option to insert the name of the agent performing the actio...
-
Triggers and Escalations based on Assigned Agent properties
It would be nice to be able to apply triggers and/or escalations based on properties of the assigned...
-
Hide other Agents
Can we get a feature for Department based permissions where Agents can only see Agents in the same D...