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Feature Suggestions

today 00:43 (9 hours 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...
5votes
Started
8
Oct 28 (3 days ago)
Creating internal ticket - option that agent could create a ticket to another agent
We use a LiveAgent also for internal communication. And for now when agent want to create a ticket to another agent, he needs to have customer account. It is not the good solution because he can't see...
2votes
Completed
3
Oct 28 (3 days ago)
Possibility to split ticket in comments, notes, any place.
It would be really helpful, for now when i want to assign ticket to another agent or department to do for me something, I'm losing control when customer reply for this ticket. split ticket feature is ...
1Vote
Completed
4
Oct 27 (3 days ago)
To make the knowledgebase username and password protected. At the moment it's open to all.
To make the knowledgebase username and password protected. At the moment it's open to all... I'd like just my customers using the area, so ideally sharing the username and password table. Or worst way...
3votes
Under review
not commented yet
Oct 27 (4 days ago)
Rules: action "send answer" should offer same options as "send mail to"
I understand "send mail to" sends an email, but the message is not added to ticket but "send answer" is having less options to style the message, but adds it to the ticket. I sugg...
2votes
Under review
2
Oct 27 (4 days ago)
Mobile App Checkboxes and Actions on Multiple Tickets
Hello It would be really useful if we could have checkboxes in the mobile app (I use iOS) and then the ability to run multiple actions on selected tickets all at once just like in the desktop app. I ...
2votes
Under review
not commented yet
Oct 27 (4 days ago)
Send email / ticket from mobile app
Hello It would be really useful if we could write a ticket from the mobile app (I use iOS). If I need to write an email I have to do so out of the system which can make tracking the sent email later ...
2votes
Under review
not commented yet
Oct 27 (4 days ago)
Twilio and Digitale nice but.. we want to use our own hosted VOIP Solutions...
Twilio and Digitale nice but.. we want to use our own hosted VOIP Solutions... With just generic SIP integration of connector this could be done... Easy... please make this possible. Digitale was jus...
8votes
New
13
Oct 26 (5 days ago)
Android App
When can we expect the Android App... its taking much much longer then you guys anticipated... We are also wondering about this. Please give us an update! https://play.google.com/store/apps/details?id...
7votes
Completed
32
Oct 26 (5 days ago)
convert non-custom contact button to custom type - design
customer suggested that we add an option to convert a non-custom button to custom type, while keeping the same button code and statistics.
0votes
Under review
not commented yet
Oct 26 (5 days ago)
one email to one company (group email)
I want send one email to one company, with 4 email addresses, for example. not to add each 4 email addresses as a cnee. how it's possible? Live Agent is not newsletter software, so there are no such ...
0votes
New
1
Oct 24 (7 days ago)
Zoho CRM Integration
with a click a contact from a ticket should be created in zoho with a link to the ticket history and some keywords. From there Zoho would allow to manage qualified leads I would add that there should...
1Vote
New
4
Oct 22 (9 days ago)
Fulltext search in contacts when creating new ticket / adding contact to existing ticket
Is it possible to add a fulltext search option for selecting a customer when creating a new ticket? Or to search on company name and underlying contacts.
0votes
New
not commented yet
Oct 22 (9 days ago)
Add read-confirmation option to tickets
It would be very nice to have a integrated read-confirmation option in LiveAgent; like a note in the history of a ticket when the contact has confirmed that he opened the e-mail.
0votes
New
not commented yet
Oct 22 (9 days ago)
Attachment adding through the API
Because not documented, but maybe already possible: can you add a method to attach one ore more files to a new/existing ticket when adding a message/note through the API?
0votes
New
not commented yet
Oct 21 (9 days ago)
interface for ticket list and ticket view needs updated
I loved live agent but as I really dig into it i have some frustrating interface issues. This is especially true with complicated long tickets with multiple parties and multiple replies. 1) Tickets n...
0votes
New
1
Oct 21 (10 days ago)
Edit or delete notes on tickets
It should be possible for (permitted) agents to edit or delte notes on tickets. At present you can only delete the whole ticket. +1 also already requested this.. Any chance of this being implemented? ...
2votes
Under review
9
Oct 21 (10 days ago)
Hide agent names in replies
In some cases we con't want individual agent names appearing in email replies, i.e. we would want it to say something like "Customer Service Team wrote:" There should be an option to do this...
1Vote
New
1
Oct 19 (11 days ago)
KB search is not accurate
I search for "Journal entry"... it gives me 3 results: http://livehelp.gnomen.co.uk/index.php?q=journal+entry&pid=&type=search Showing the main articles titled: JOURNAL ENTRY, how d...
1Vote
New
not commented yet
Oct 19 (11 days ago)
Pasting Embeded Images from CLIPBOARD :: ALMOST PERFECT!!
Pasting Embeded Images from CLIPBOARD :: ALMOST PERFECT!! Yes PEOPLE you are reading it RIGHT its now possible to Copy and Paste screen-captures right from your clipboard to a Ticket or Knowledge-bas...
4votes
Planned
12