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Feature Suggestions

Jul 28 (39 hours ago)
possibility to agents, to view mail outbox under their menu /without possibility to delete
possibility to agents, to view mail outbox under their menu /without possibility to delete In new major version we will add Mail Outbox grid to Configuration -> Tools -> Mail Outbox menu. I thi...
2votes
Planned
4
Jul 28 (2 days ago)
Variables/links to reward/punish Agents inside the email!
We think the way a client can reward/punish an agent in LA (having a link to the web version of the ticket, and the two buttons at the end of the ticket), is not effective. There should be a way to ha...
0votes
New
not commented yet
Jul 25 (4 days ago)
dns resolve name from IP address
It would be great for Live Agent to resolve IP address so you can see organisation visiting site
1Vote
Under review
2
Jul 25 (5 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...
3votes
New
5
Jul 25 (5 days 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...
1Vote
Planned
3
Jul 25 (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 ...
2votes
Planned
6
Jul 24 (5 days ago)
Hiding of About Dialog for Agents
Hiding of About Dialog for Agents
1Vote
Under review
1
Jul 24 (5 days ago)
user Profile with the ability to connect Facebook account to avoid 2 profiles with the same email but with different passwords.
It happened that I registered in this Knowledgebase using my email, and been successful registering.One time, I forgot my password for that account for this knowledgebase. So, I used the option 'Login...
1Vote
Under review
4
Jul 24 (6 days ago)
Default Reply Format plain or html configurable
when replying a ticket the format is always set to "plain". Missing is a configuration option to set "HTML" as default format. It is preset based on reply template. So please chang...
1Vote
New
1
Jul 24 (6 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
Jul 23 (7 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
Jul 23 (7 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
Jul 23 (7 days ago)
WorkReports based on clients domain.
Hi, As a former SupportCenter user I am really missing the ability to create a work report based on my clients e-mail domain. /Jens.
1Vote
Under review
1
Jul 22 (7 days ago)
Tag identification in left panel tickets
Tags are used to differentiate tickets, but when having a long list of tickets in the left panel, you do not know which ticket has what tag... and sometimes you really need to know it.See the image at...
1Vote
Under review
1
Jul 22 (7 days ago)
Priorety for Agents
I am missing the option to have priority for agents . meaning chats should go first to agent 1 , then agent 2 if 1 is on the chats etc.what happens now is that 1 agent can get 3 chats when agent 2 get...
1Vote
Under review
1
Jul 21 (8 days ago)
Add a logo to the department
We use liveagent to manage the customer service for several (sub)companies, They all have difference logo's and urls. We display the url in the signature of our agent which leaves us with the logo's.N...
1Vote
Declined
1
Jul 21 (8 days ago)
Add a call us button into the chat window
After the chat is already started and chat window opened, it would be useful to have the option to start a pc to pc call from the same chat window as well by clicking some small call us button integra...
0votes
Under review
1
Jul 21 (9 days ago)
Search function at category level
Go to http://support.qualityunit.com/644712-Post-Affiliate-Network and you will notice that when you use the search box it searches across the whole knowledge base. There should be an option to search...
0votes
Declined
1
Jul 21 (9 days ago)
search listings
Provide an area in Admin where you can view recent text entered into the search box on the knowledge base so you know which articles to create
0votes
Completed
1
Jul 21 (9 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
Jul 20 (9 days ago)
Reassign Ctrl-Space (for canned msg) to other key combination (eg Ctrl-shift)
Reassign Ctrl-Space (for canned msg) to other key combination (eg Ctrl-shift)
1Vote
Under review
4
Jul 20 (9 days ago)
Email POP3 import uses import time not from of email
When importing all the old emails, they appear to have been sent on the same day because the import does not use the date/time of the email, it uses the current system time.
0votes
Declined
1
Jul 20 (10 days ago)
Light-Box for attached images
currently attached images are opened in a new tab
1Vote
Planned
1
Jul 19 (10 days ago)
Add 'Custom Code' blocks to knowledgebase feature
To get your knowledgebase just like this one, with the top and the footer you have to start working with iframes etc,Everytime you update the script this gets replaced.So my suggestion would be to hav...
1Vote
New
1
Jul 18 (11 days ago)
Add a way to click on a current visitor and begin a chat with them.
This is the best chat software, by far, however, one of your main competitors has a feature where agents can actively click on site visitors and begin chats with them. Is this possible within the syst...
1Vote
Completed
4
Jul 18 (11 days ago)
Manual Chat Invite For Site Visitors
On Homepage of LA, where all Online Visitors are displayed from around the world:I'd like to suggest to create an ability to select a certain visitor and manually send them a chat invite to their scre...
1Vote
Completed
5
Jul 18 (12 days ago)
BUG: Rule editing, but Canceling does save the rule
There is a bug in Rule edit. I have a rule (A). I add, change and remove a condition (A**). I press cancel. I reopen the rule. I expect to see (A). I actually see (A**). thanks for report, it w...
1Vote
New
3
Jul 18 (12 days 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
not commented yet
Jul 18 (12 days ago)
Change Management / Who may use a certain TAG....
I have two requests... In the ITIL process you also have Change Management. It would be really nice to create a ticket (Change ticket) and Transfer it to a Change Department.. or a change manager.. w...
2votes
Under review
2
Jul 18 (12 days ago)
Rule: Assign ticket to the same agent
In a RULE i can perform an action like "transfer to same department". I can not assign it to "the same agent".
0votes
New
not commented yet