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Feature Suggestions

Sep 18 (3 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...
6votes
Completed
30
Sep 10 (11 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
47
Aug 23 (29 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 06 (46 days ago)
Option to change SUBJECT of Ticket
Would be nice to be able to change the origional subject in something else.. most of the times customer subject do not have a nice formulation of the problem.. In which version is this possible and ho...
2votes
Completed
3
Jul 21 (2 months 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 18 (2 months 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 (2 months 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 17 (2 months ago)
Inivitation widget shows invitation only when agent available
Could you please add an "only when agent available" checkbox to the invitation widget screen. We would only like the invitation to popup when an agent is available to assist. If the user wou...
0votes
Completed
1
Jul 14 (2 months ago)
Option to have notification sound for new chat message received.
Hi, I installed live agent for a client of mine and they called me this morning with this question: On the agent side When getting a new message can it be setup to make a sound?They said that there is...
1Vote
Completed
1
Jul 14 (2 months ago)
Autopause
Agent can forget to click pause (or close agent panel) when leaving computer. It is causing frequent "no answer" (chat or call) eventsSolution: inactivity timer will automaticaly switch agen...
1Vote
Completed
3
Jul 14 (2 months ago)
An option to hide/show right panel with custom notes
An option to hide/show right panel with customer info and "custom notes" would bring a new way how to get more space on the work screen. In case of smaller screens this would be really usefu...
1Vote
Completed
1
Jul 11 (2 months ago)
Invitations timing
It would be a good idea if invitations works as follow.Customer receive invitation and press no thanks.Another invitation will appear in xx minutes.
0votes
Completed
1
Jul 11 (2 months ago)
Ask confirmation before deleting a chat/ticket
I notice that there is no confirmetion when you hit the "cancel" button on a chat or ticket. This is very dangerous, why not asking a popup confirmation?
0votes
Completed
1
Jul 10 (2 months ago)
"Cancel, leave an offline message" option to turn off
The customer (GHV-DHUCV-200) suggested to have an option to turn off the "Cancel, leave an offline message" way of contacting the support team. He uses Chat edition and doesn't like the opti...
1Vote
Completed
2
Jul 10 (2 months ago)
Sound notification for email
24nettbutikk.no suggested to implement sound notification for email as well (similar as for chat).
1Vote
Completed
2
Jul 09 (2 months ago)
Clear/reset/ignore local userid cookie when passing variables
Currently user details are stored in a local cookie. However if a customer has several accounts, we want to know which account they are click in from. The local cookie from an earlier completed form o...
1Vote
Completed
2
Jul 09 (2 months ago)
Customise the Support_ticket page
Hi there,This could be that I'm not terrific with CSS & PHP & so on, but I would like to be able to customise my support_ticket page a lot more. We are an Aussie business, but most of our busi...
1Vote
Completed
8
Jul 09 (2 months ago)
Intelligent Auto-Reply with expected time for answer to avoid additional tickets
In periods of peak-load answer times can be too long, so customer start sending another email asking when they will get an answer.So there could be an auto-reply confirming the receipt of a new ticket...
1Vote
Completed
5
Jul 07 (2 months ago)
Ability to insert predesigned “HTML Template(s)” into email text field.
Ability to insert/add predesigned template into email field can save tons of time when agent replies with Quote or Price Estimate.*This is deferent from “Canned messages”, because canned messages can ...
1Vote
Completed
2
Jul 04 (2 months ago)
forward ticket / email with files / attachment
When I forward a ticket / email the attached files should be also forwarded. Is this possible?
1Vote
Completed
8
Jul 01 (2 months ago)
Note Notification Icon in Tickets View
It will be very convenient to get some kind of a notification when other agents add note(s) to tickets. Now, you never know about that, because there's NO notification at all. You have to go into a ti...
1Vote
Completed
7
Jul 01 (2 months ago)
ability to filter tickets that do NOT have certain tag(s) attached to them
Currently, the tickets view filter only allow to display ticked with certain tags attached.I would need to be able to view all unresolved tickets that do NOT have the "answer awaited" tag or...
0votes
Completed
1
Jul 01 (2 months ago)
Tags are not shown alphabetical in tickets
The tags are not shown alphabetical. When you have alot of TAGS this kan be annoying. Please fix.I would show then Alpabetical under Configuration Tags.. ans ALSO and MOSTLY when adding Tags to ticket...
1Vote
Completed
7
Jun 30 (2 months ago)
Exclude option in search / advanced search
We have a few "Departments" setup as well as tags & other options, one of the things we've noticed is that there is no way to "exclude" a Department or Tag.Search: ABC tag / ex...
1Vote
Completed
4
Jun 29 (2 months ago)
Customer Ticket Status
The ability to add your own status to a ticket. such as 'Engineer Call Out' & 'Awaiting 3rd Party' & 'Customer Testing' etc etc etc
2votes
Completed
8
Jun 29 (2 months ago)
implement agent name option in customer templates when forwarding mail
implement agent name option in customer templates when forwarding mail
1Vote
Completed
11
Jun 28 (2 months ago)
Recycle BIN
Would really like a recycle bin where you can restore or mass restore items..Or perminently Delete them from database and system..
1Vote
Completed
5
Jun 28 (2 months ago)
Adjustment to Round-Robin or Agent Selection Option
We've had several clients ask about 'how agents are selected' for Incoming Chats. I've read the posted article describing it, but am still somewhat confused.Very often, it seems all the chats get dire...
1Vote
Completed
1
Jun 26 (2 months ago)
Queue Number in Admin Panel
I'm very frustrated and surprised that this feature is not available.. this is a MUST.. how do I know if I put more operators to handle the volume ? This is ridiculous that this wasn't one of the firs...
1Vote
Completed
3
Jun 26 (2 months ago)
Searching for cases without a tag
One can search for tickets that have tag A, but it would be great if one could add an option to search for tickets that lack tag B as well.So only tickets with tag A but wityout tag B is shown.
1Vote
Completed
1