Home > LiveAgent > Feature Suggestions

Feature Suggestions

yesterday 23:23 (1 hour ago)
Clicking "reply"" button = assigning ticket to the current agent
It will be great if there could be an option causing that clicking "Reply" button in the ticket will automatically assign ticket to this (current) agent. This will be helpfull for agents t...
0votes
New
1
yesterday 08:42 (15 hours ago)
Clone LiveAgent instance for testing or development purpose
I like to create a clone of our LiveAgent setup, just to be able to test/develop new rules. But installing it on a second domain violates the license agreement. Now i have to develop in a live enviro...
0votes
New
not commented yet
yesterday 08:42 (15 hours ago)
Add KB tab to Canned Responses
I'd like to add knowledgebase entries to some e-mail and chat responses. It would be great if I could select one easily to enter into a conversation with customers. Knowledge base access should be emb...
2votes
Planned
4
yesterday 08:41 (15 hours ago)
Strip common known footers like "incredimail" or "Virus Free"
We use LA for our general email-handling. To keep conversations clean it would be nice to have an option to completely strip well known email-footers like "incredimail" of "virus free t...
0votes
New
not commented yet
yesterday 08:40 (15 hours ago)
Rule Edit / Add - add "testing switch" do not email / send to test location
If you would make an error in creating or editing a RULE the system might end up mailing every user in the database. Maybe you could add a switch to send email output to an alternative e-mail adress,...
0votes
Under review
1
Aug 28 (3 days ago)
Add radiobutton to a form
It is possible to add a checkbox to an inline form but why not a radiobutton, just to make a male / femaile button?
1Vote
New
not commented yet
Aug 28 (3 days ago)
From a peel contact button go to an inline form in stead of of popup form
It would be great if I can use a peel contact button and than in stead of getting a popup contact form, get into the inline contact form page? The idea behind this request is if someone want's to con...
0votes
New
not commented yet
Aug 28 (3 days ago)
Copy a department
It would be helpful since lots of settings, rules etc would not have to be set-up again, just altered.
1Vote
New
not commented yet
Aug 27 (4 days ago)
Disabling selected contact channels per user (agent)
Please consider adding option to admin panel whereby admin can decide which contact channel in section "new" is available for each agent. For example: we have agents that should not be able...
1Vote
New
not commented yet
Aug 27 (4 days ago)
User can edit companies, contacts and knowledge base
In our opinion user (agent) without admin admin rights should not be authorized to do things like: - editing companies added by admin - editing contacts - editing articles in knowledge base Some opti...
0votes
New
not commented yet
Aug 27 (4 days ago)
Integrate support w/ Draugiem.lv
We have social page on social network called www.draugiem.lv (same type as Facebook) and they have over 2.5 million users and we would be happy if we can manage our page from LiveAgent same as we do f...
1Vote
New
not commented yet
Aug 27 (4 days ago)
Merge Tickets
Situation: a customer creates a ticket e.g. by email with a question. 5min later the same customer wants to add some information and sends another email. In LA these two emails become 2 tickets, but...
7votes
Planned
20
Aug 27 (4 days ago)
Allow canned-messages to applied to more than one department.
Several departments may use the same canned message. However, it appears as though you can only use canned messages for the department the ticket is currently applied to. That makes sense, but means t...
4votes
Under review
2
Aug 27 (4 days ago)
Agent ranking report: include 'Tags' in filter options
With tags added we can narrow down the results to a more manageable number.
1Vote
New
not commented yet
Aug 27 (4 days ago)
Create a way to determine which tickets have been silent resolved
Currently not possible because it is not listed as a separate status in the filter options.
1Vote
New
not commented yet
Aug 26 (5 days ago)
Ticket Watcher or Subscribe option
Competitor has it... Option for multiple agent to Watch or subscribe to ticket updates. Freshdesk http://blog.freshdesk.com/ticket-watchers-watch-out-for-whats-changing-on-that-ticket/ Also ability ...
3votes
Planned
7
Aug 26 (5 days ago)
Ticket /mail attachment
It would be very helpful to see in list of tickets, if a ticket has some attachment. Some clip icon would be fine. thanks for suggestion Would be very helpful indeed Great... voted!
3votes
Under review
3
Aug 26 (5 days ago)
Filter rule: exclude several departments
Hi Guys It's not possible to exclude several departments. It seems like a small bug, because I'm able to select them but not to save. Gio. actually it seems that also the other filter options (i.e. ...
2votes
New
2
Aug 26 (5 days ago)
move chat without opening a window
Helo, when clients clicks to move chat from it's original position, ladesk chat oopens a new browser window and if the client clicks in our website, chat window hides behind site window. I suggest tha...
0votes
New
not commented yet
Aug 26 (5 days ago)
Allow designating CDN domain to speed up LiveAgent
Some of us have CDNs set up. Serving the LiveAgent javascript, css, and image files from a CDN (Edge Server) local to the visitor will speed things up. In my case, every http request goes all the way ...
0votes
New
not commented yet
Aug 26 (5 days ago)
Integration for WHMCS
It would be interesting for an integration of the solution liveagent whmcs and Hostbill as well :) More needs may be as following: 1-Create user ID,password in Liveagent when a client create his accou...
3votes
Under review
6
Aug 26 (5 days ago)
Add attachments to knowledgebase articles
Add attachments to knowledgebase articles This will be helpful to have so that commonly used forms can be downloaded by customers without the need for a ticket to be created. It would automate a lot o...
4votes
Planned
7
Aug 26 (5 days ago)
Make rules based on a field from contact form.
I'd like to use a field from contact form to make a rule depending on this field by changing the SLA level. There is attached an example. Regards. Great Idea! Would love to see this feature Wonderful...
7votes
Under review
2
Aug 24 (7 days ago)
Add whatsapp channel
Add whatsapp channel That would be great! I get more and more customers who contact me via whatsapp. Also missing are XING, LinkedIN - and what about wordpress comments? Would regular sms also be poss...
4votes
New
5
Aug 23 (8 days ago)
Add Facebook Private Messages as Channel
Zendesk just added support for Facebook private messages - would be great to have that in LA as well! will be implemented soon any news here? 2 years ago ;)
2votes
Completed
2
Aug 22 (9 days ago)
Native app for android or IOS.
I would like an native app for Android or IOS in order to take on the go your liveagent acount. Like a msn. Prioritize iOS as it has a wider user base according to the statistics from IDG. Last Friday...
1Vote
Completed
42
Aug 22 (9 days ago)
Canned messaged when doing a ticket Transfer.
Hello, We would really like the possibility to add canned messages when transfering a ticket.. Now we transfer a ticket to a resourcing department but when we transfer we want to add the default text...
1Vote
Planned
not commented yet
Aug 20 (11 days ago)
Postpone + auto resolve in x period
Postpone + auto resolve in x period This way you can postpone a ticket... and if a client does not reply within x period the ticket will be set to resolve. this can be done with Time Rules - I think ...
1Vote
Under review
1
Aug 17 (14 days ago)
print ticket
depending on the problem you have to solve, it may be useful to print the ticket. we plan to export ticket as PDF document, so you can print it Thank you for your review, Andrej If possible, is the...
3votes
Under review
4
Aug 17 (14 days ago)
Agents bulletin board
I think a good idea is to add in the main screen a bulletin board that agents can keep update with new features & updated Shahar maybe better place to display software news is Menu->About? i ...
1Vote
Under review
4