Search Labels - Deskpro Support
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Create Ticket-Templates more powerful than snippets
I need a feature, where i can create a ticket from a template. So i create monthly many times the sa...
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Feature to see when an agent is looking at a ticket and if you opened that ticket, all the agents can see who else has it open
- We often pass around links to tickets internally and acts as a visual confirmation that the agent ...
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Ticket forward notification
Please put the "this message was forwarded" notification on top of the message. We face long message...
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Create a new sort order for "Date of last agent activity" (so agent notes are included)
It would be great to either include agent ticket notes in "Date of Last Agent Reply" or create a new...
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Ticket creation date should be that of email receipt date
Using our Outlook mailboxes, our agents frequently drag and drop emails from their personal accounts...
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Request to have ticket filters similar to email triggers
I would love to see the filters have more Boolean value to them. Instead of the current: This criter...
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More powerful "convert ticket to knowledgebase (kb) article"
Deskpro let Agents to convert a ticket to a new kb article. At this moment it only automatically pub...
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Mentioning a ticket
It would be great to be able to mention another ticket in Note, on the same principle as the @mentio...
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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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Enable Escalation Trigger for Main Ticket Owner Only
Use case: send 'reminder' emails to a user about their open ticket after a certain 'awaiting user' t...
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Linking to ticket without whole view state
Being able to provide a direct link to a ticket without including the whole view state would be very...
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Turn a feedback in to a ticket
Not seen a way to do this but that would be really useful.
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Public tasks should be visible only in the ticket scope
Public tasks linked to a ticket are visible to all agents. It would be great if they were visible on...
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Billing in New Ticket Window
When creating a new ticket from deskpro, having the option to enter billing information so that you ...
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Forward entire ticket history
It is possible to forward a specific message to an external email address.It is also possible to exp...
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"download pdf" in agent interface to include ticket field responses
I would really like to see either: 1) a good data export option, which would include all conversatio...
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Delayed Send Feature
I'm not sure if this is a common request for a feature, but I think it would be nifty if the softwar...
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Move Messages to Other Tickets
Having the ability to split and forward messages is fantastic. It would be great if we also had the ...
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Unlink Linked Tickets
There's currently no way to unlink a ticket once it has been linked. If you make a mistake adding a ...
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Add Separate Notification for Mentions in Tickets
Deskpro currently displays alerts for Recent Tabs and Notifications next to the search bar, which is...
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Simplify task of creating a ticket from agent interface
When creating a ticket from the agent interface, there are 2 fields that are a pain to fill in: depa...
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Tree view for linked tickets
The tool for linking tickets is very usefull. However, it would be practical to offer a way to have ...
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Trigger rule by number of replies on a ticket
I would like to be able to trigger an action when the number of replies exceeds certain number of re...
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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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Insert KB article link/content into a new ticket
Currently, KB article links and content can only be inserted into tickets which have already been cr...