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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
      Planifié
      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...

      Publication le 01 sept. 2015 · Celia Cottle

      120

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      83

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      93

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

      Publication le 30 janv. 2024 · David Kuehn

      9

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      6

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      7

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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...

      Publication le 10 mars 2023 · Kelly Prettner

      4

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      2

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      1

      Commentaire

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

      Publication le 14 févr. 2022 · Riccardo Centomo

      20

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      16

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      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...

      Publication le 26 août 2021 · Kyle Hagborg

      9

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      6

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      6

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

      Publication le 12 juil. 2017 · Stephen Clark

      16

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      4

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      37

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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 ...

      Publication le 15 mars 2022 · Leonardo Germinario

      6

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      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...

      Publication le 04 mars 2025 · Willi Emmerich

      1

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      0

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      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...

      Publication le 18 févr. 2020 · Catherine Bostwick

      47

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      40

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      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...

      Publication le 28 févr. 2020 · Scott Pontasch

      6

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      5

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      3

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