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Feature Suggestions

Sep 16 (5 days ago)
4.4.42.9 :: RE-ADD Ticket list Auto refresh...
All of a sudden you guys removed the Ticket list Auto Refresh function.. Why? We want this functionality.. now we have to do manual refreshes every time we want to update a ticket list.. Please do n...
2votes
Planned
5
Sep 08 (13 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...
2votes
Planned
11
Sep 04 (17 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...
2votes
Planned
4
Sep 04 (17 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...
12votes
Planned
21
Sep 03 (18 days ago)
Mass Action Postpone
Would be nice to have it also in mass actions yes would like to see this to. just wanted to do this and it was not there.
2votes
Planned
1
Sep 03 (18 days 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
Aug 26 (26 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 ...
4votes
Planned
7
Aug 22 (30 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 17 (35 days ago)
Multiple departments for predefined answer/canned response
It would be great if we could add multiple departments for canned response and predefined answers. For example department X and Y can view a response but not Z. At the moment there only seems to be ...
1Vote
Planned
not commented yet
Aug 13 (39 days ago)
Sub-Comments on Facebook / Structured comments
Hi everybody, I donĀ“t know if this is a bug, but as far as I see Sub-Comments on Facebook are not even loadet into Live-Agent. This means, if a customer answers to a posting, this posting will not s...
3votes
Planned
3
Aug 13 (39 days ago)
Department depended Tags
We have some departments who need some tags (for automation). Some other departments really don't need those tags. Our tag-list is growing and is getting cluttered with 'useless' (by agents personal o...
4votes
Planned
1
Aug 13 (39 days ago)
BUG: URGENT: Facebook message breaks on smiley
A new message from Facebook could contain a smiley. The original tekst could be like: "Lorem ipsum veel keuze [facebook smiley] ... Dolor Ipsum...." The tekst in LiveAgent actually is: &quo...
0votes
Planned
1
Aug 11 (41 days ago)
Export Personal Filters and/or share with department Agents + GLOBAL Search Filters
I have like 50 custom filters... which my collegeas also must has: Please add option to easily drag and drop the position or just sort alpabetically (maybe also add search as you type box above it - ...
3votes
Planned
1
Aug 11 (41 days ago)
Default Ticket Filter
Would be great if there's a function where Admin can set default Ticket Filters to all of his Agents. I think that this is a standard feature used in various ticketing systems as it's extremely usefu...
1Vote
Planned
1
Aug 06 (46 days ago)
ENABLE or DISABLE a RULE with a simple Click of your mouse...
Now you can only Delete a rule.. when you need it again you need to recreate it. Would be nice to have a simple ENABLE/DISABLE checker... I agree, we totally need this feature! (now i have a tag 'te...
2votes
Planned
1
Aug 06 (46 days ago)
"phone" parameter for API and creating tickets
Our potential customer requests this suggestion. They have a cloud CTI product and discuss connecting with LiveAgent. But the end-users of their product is phone-based, not all customers' info have em...
1Vote
Planned
not commented yet
Aug 06 (46 days ago)
Wallboard style status screen for callcenter
Chat's in queue Oldest chat waiting, Longest chat time waiting before agent answering Average wait time for agent Longest current waiting time for agent. Agents now with live statuses +++ home screen ...
2votes
Planned
11
Jul 20 (2 months ago)
Light-Box for attached images
currently attached images are opened in a new tab
1Vote
Planned
1
Jul 17 (2 months ago)
Title color setting - knowledgebase search widget
The customer suggested to add the option to choose Title color when editing knowledgebase search widget - or at least the title color to be the same as the border color.
0votes
Planned
5
Jul 16 (2 months ago)
Chat: allow to send links / parse links automatically / html
when pasting links into the chat they should be clickable for the visitor. great would be the option to send html to the visitor (like it is supported for email) actually links work in chats when the...
1Vote
Planned
2
Jul 12 (2 months ago)
Knowledge base separation for different countries/languages
I would suggest a feature according multilingual/multicountries support. It's obvious that LiveAgent kept in mind to be closer to its customers, offering local language support. And it is right direc...
1Vote
Planned
20
Jul 12 (2 months ago)
Show incoming number dialed to allow unique answer capability.
We have our toll-free numbers integrated with Live Agent via Twillio and run a variety of campaigns with unique toll-free numbers. It would be most helpful if we could identify the incoming toll-free ...
2votes
Planned
2
Jul 12 (2 months ago)
Allow customer to rate knowledge base articles
Allow customer to rate knowledge base article (thumb up or thumb down) or allow them to enter comments whether the article helped them or not. This is important so agents can improve the articles.
1Vote
Planned
not commented yet
Jul 10 (2 months ago)
Visitor's banning system
As in the subject, wouldn't it be nice to have a visitors banning system based on IP like I've seen in many other live support software?
2votes
Planned
3
Jul 09 (2 months ago)
Adding browserdata and geoip on forms, like on chats
missing on form tickets
1Vote
Planned
1
Jul 07 (2 months ago)
Mass action : Resolve without notification available
I really feel you should add the mass action: resolve without notification instead of only the resolve mass action.http://awesomescreenshot.com/0bc6e168f
1Vote
Planned
5
Jul 07 (2 months ago)
Abbility to include link in the checkbox label in the contact form.
I would like to use checkbox in the contact form to work as an agreement with the terms and conditions, but I can't do that as long as there isn't a possibility to include the link to the actual terms...
1Vote
Planned
2
Jul 07 (2 months ago)
Department specific template for Chat transcript
The customer suggested we add an option to create department specific templates for sending the chat transcript (similar to New Ticket or Ticket reply department specific templates).
1Vote
Planned
2
Jul 05 (2 months ago)
Possibility to export tickets to .csv or .pdf directly from the agent panel
It would be great if there was a possibility to export tickets to .csv or .pdf directly from the agent panel.
2votes
Planned
3
Jul 05 (2 months ago)
Ability to export reports and customer lists
It would be nice if reports and customer lists could be exported either into CSV files or through emails. We would like to be able to share our agent performance with management, but the only way to d...
2votes
Planned
2