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  1. A user can contact us but how can a user see which of his messages are open, or what the status is of his submitted topics is?

    72 votes

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    started  ·  Mansi Puri responded

    We're excited to start digging into solutions to this problem more.

  2. There are occasional needs to print tickets. The current frames format make printing just the contents of the ticket difficult. I would recommend that you add a "Printer Friendly" option to the pull down menu associated with each ticket. When selecting this option, a new window would open with the ticket in a printer friendly format.

    25 votes

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  3. Have the share button point to the URL. Basically so facebook users can post their content to their own facebook wall.

    28 votes

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  4. When you reply to a ticket, your replie name is always "Support Request". You should be able to change this to something more personal to your company e.g. Your Company Support

    18 votes

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  5. Our support team often post link from the support site on our development tracker for bug report or feature request. The problem is that there is not easy way to link to ticket.

    URL look like this: https://youdomain.ZenRep.com/admin/tickets/#!search?term=assignee:others+status:open&pages=2&id=294

    and those link are not working, all I can get is "No record selected".

    As you can understand, this is hurting our workflow and communication.

    1 vote

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  6. The ticket overview list does not indicate the ticket's status. It would be great if open tickets would be immediately recognizable

    1 vote

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  7. Have a way to quickly sort/filter tickets by the admin they are assigned to

    1 vote

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  8. Your smtp helo of "smtp1.ZenRep.com" is ok.
    Your sending IP does have FcrDNS, but it is a generic host name

    1 vote

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  9. You can't make bullet points or add links (you can add links, you just have to wait and see after you send it if it's working).

    1 vote

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  10. You should be able to search all tickets at once when something comes through you regular user inquiry email and you've got to assign it someone on your team, but first you've got to check if it hasn't already been assigned by someone else.

    1 vote

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  11. I migrated from tenderapp, and they gave me a folder structure of .JSON tickets. I would really like to import these into tenderapp somehow, so I can keep the history of our support.

    I think this should be implemented for other services as well, zendesk, tenderapp, etc

    1 vote

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  12. I'd like to have a setting so that I can choose NOT to have tickets I respond to by email be closed automatically. Often I like to reply quickly to acknowledge receipt of the issue - and then follow up later with resolution - but that requires finding and reopening the ticket.

    1 vote

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  13. Pipe in what people are saying about us on Twitter in the Admin Console - and allow us to turn them into proper messages

    77 votes

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    Lorem ipsum dolor sit amet, consectetur adipiscing elit.

  14. When a ticket comes in, I have to manually hit the refresh button or navigate to a category (Everyone else, Unassigned, etc), in order for the list of tickets in the middle column to update.

    This wouldn't be too big of a deal, but the interface (which is nice), makes you feel like an email client, which updates itself as time goes on.

    I would love to see the Admin Console support automatic updating/refreshing of the ticket queues.

    1 vote

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  15. As a manager, I need to keep an overview of how we are processing tickets. Right now, there is no setting for me to get a notification when a ticket is closed, meaning I have to log in to ZenRep to check if people are doing their jobs. Adding answers/closed notifications to the daily digest would suffice too I guess.

    1 vote

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  16. We would like to see customer response, but don't want to get entirely new topics. Can you please make it possible for users to comment on topics we create/import, but without letting them add new ones?

    71 votes

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  17. it would be great if we can have a sreen with the Contact Us option alone. Some users get confused and try to get support through the ideas forum instead of opening a ticket.

    1 vote

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  18. Sometimes a user pulls out the part of the email we parse to thread messages, and their reply comes in as a separate thread. Or they just send responses as new emails. Having the ability to merge two threads from the same user would be ideal.

    1 vote

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  19. I need to have an overview of how we process tickets. There is no setting to let me know when a ticket is closed. This means I have to check in ZenRep to see if people are doing their jobs. I guess we could add answers/closed notifications to the daily digest.

    0 votes

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  20. Our clients wish to see details of helpdesk tickets we receive, we don't want to give our clients access to our admin panel, we just need an easy way to share meaningful data (similar to what is shown on screen in reports beta) with them on a periodic basis, so they are informed of the type of helpdesk tickets we are receiving and they can tell how quickly we are closing them.

    1 vote

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