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Feature Suggestions

today 06:44 (1 min 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
yesterday 04:15 (26 hours ago)
Download Area in Knowledge Base
Situation: I need to give to my customer link for downloading files, such pdf documents or zip .A download area (avaiable for customer only) would be great: customers login, they browse categories the...
0votes
New
not commented yet
Nov 23 (3 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
Nov 21 (5 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 (6 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 (7 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 12 (14 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 (19 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 (21 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 (23 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 (23 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 26 (30 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 22 (35 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 (35 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 (35 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 (36 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 (37 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 16 (41 days ago)
Per ticket fields with types
We need a custom field in order to classify the type of ticket, for example: - complain - Inquiry - Congratulation In this case, we do not want multiple selection. On the other hand, we need another...
0votes
New
not commented yet
Oct 16 (41 days ago)
Customize Dashboard
It would be nice if we can customize the dashboard with modules like "Online Visitors" - "New Tickets" - "Update available" - " Analytics overview"…
0votes
New
not commented yet
Oct 12 (45 days ago)
Clicking "reply"" button = assigning ticket to the current agent
It will be great if there could be an option causing that clicking "Reply" button in the ticket will automatically assign ticket to this (current) agent. This will be helpfull for agents t...
3votes
New
2