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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
      Planned
      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...

      Posted Sep 01, 2015 · Celia Cottle

      120

      Followers

      83

      Votes

      93

      Comments

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

      Posted Jan 30, 2024 · David Kuehn

      9

      Followers

      6

      Votes

      7

      Comments

      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...

      Posted Mar 10, 2023 · Kelly Prettner

      4

      Followers

      2

      Votes

      1

      Comment

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

      Posted Feb 14, 2022 · Riccardo Centomo

      20

      Followers

      16

      Votes

      17

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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...

      Posted Aug 26, 2021 · Kyle Hagborg

      9

      Followers

      6

      Votes

      6

      Comments

      Allow editing of "Your email address" text description on "Submit a request"
      Answered
      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...

      Posted Jul 12, 2017 · Stephen Clark

      16

      Followers

      4

      Votes

      37

      Comments

      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 ...

      Posted Mar 15, 2022 · Leonardo Germinario

      6

      Followers

      3

      Votes

      11

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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...

      Posted Mar 04, 2025 · Willi Emmerich

      1

      Follower

      0

      Votes

      1

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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...

      Posted Feb 18, 2020 · Catherine Bostwick

      47

      Followers

      40

      Votes

      52

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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...

      Posted Feb 28, 2020 · Scott Pontasch

      6

      Followers

      5

      Votes

      3

      Comments