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Feedback - Ticketing system (Support)

Share your feedback, ideas and experiences related to the use of our ticketing system (Support).

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      SLA Alerting in Minutes
      Geplant
      Currently, the smallest breach you can set up to be alerted is coming up, is an hour. Everyone I've talked to who uses Z...

      Gepostet 01. Sept. 2015 · Celia Cottle

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      Allow All Agents to Add End Users
      Beantwortet
      Currently in order to allow an agent to add an end user manually, the agent needs to have access to see all tickets. One...

      Gepostet 30. Jan. 2024 · David Kuehn

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      FEATURE REQUEST: make @mention functionality configurable at the user level
      Currently, the ability to @mention another user is based on the user's role (e.g., Light Agents can't use @mention funct...

      Gepostet 10. März 2023 · Kelly Prettner

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      Trigger condition with evaluation of the numeric value in ticket field
      Beantwortet
      In this moment the trigger condition based on numeric ticket field can only perform two basic stance: "Present" or "Not ...

      Gepostet 14. Feb. 2022 · Riccardo Centomo

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      Show Sender Email Address By Default
      Please create an option to allow us to show sender email address by default, for all tickets created via email. Current...

      Gepostet 26. Aug. 2021 · Kyle Hagborg

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      Allow editing of "Your email address" text description on "Submit a request"
      Beantwortet
      We've been clients for 3 years now, but we still do not have the option to edit the "Your email address" text on the def...

      Gepostet 12. Juli 2017 · Stephen Clark

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      Views: custom names for columns
      Hi, Is there a way to customize names for columns in views? For example, we have "Prossima violazione dello SLA" (Next ...

      Gepostet 15. März 2022 · Leonardo Germinario

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      Feature request: Display archived tickets within the interaction history of a ticket
      Regrettably, there is no alternative method to access archived tickets aside from accessing the customer or user profile...

      Gepostet 04. März 2025 · Willi Emmerich

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      Printing Side Conversations
      We need the ability to have side conversations visible when we go to print the entire ticket. Those side conversations a...

      Gepostet 18. Feb. 2020 · Catherine Bostwick

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      Dashboard Tabs and Unwanted Query Duplicates
      We recently completed a metrics audit for our instance and began 2020 by publishing a new series of dashboards for the a...

      Gepostet 28. Feb. 2020 · Scott Pontasch

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