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Feature Suggestions

today 06:39 (14 hours 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
Nov 21 (2 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...
15votes
Planned
25
Nov 21 (2 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
Nov 20 (3 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
Nov 20 (3 days ago)
Internal communication over a ticket
We need to be able to communicate internally over a ticket. I know there is note option but the system doesn't notify agent when a note added which makes a simple collaboration on a ticket almost impo...
5votes
New
7
Nov 19 (4 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
Nov 19 (4 days ago)
Restricted Knowledgebase Articles
I would like to see the ability to have public, internal only, AND Registered User Only visible Knowledgebase (and other) areas. This way certain privledged items can only be seen by people who are au...
0votes
New
not commented yet
Nov 17 (6 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
7
Nov 14 (9 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...
11votes
Under review
3
Nov 12 (11 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...
2votes
New
1
Nov 07 (16 days ago)
Optimise the notification of incoming chats
When agents are working on the other page or browser, the incoming chats are hard to be noticed. As I know, liveperson has such feature with their chat. If this feature can be added or optimised, live...
5votes
New
5
Nov 05 (18 days ago)
Automatica online/offline agents time.
We would like to set an automatic time tier when every agent will be online or offline. Do you mean, that you will set working hours schedule for each agent and his status will be automatically chan...
0votes
New
1
Nov 02 (20 days ago)
Articles at the top when searching
It would be great if there was a way that when a customer searched our support portal, the results would display relevant articles first followed by forum matches.Since the articles written by us carr...
0votes
New
not commented yet
Nov 02 (20 days ago)
Knowledge Base Button
I'd like to see a standalone button for Knowledge Base.The same way as the contact form with knowledge base is done, but without the contact form.ThanksJan
1Vote
New
not commented yet
Oct 31 (23 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...
6votes
Started
8
Oct 28 (26 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 (26 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 (27 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 (27 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 (27 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