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Feature Suggestions

today 00:07 (4 hours 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...
7votes
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12
today 00:00 (4 hours 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
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1
Oct 19 (29 hours 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
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not commented yet
Oct 16 (4 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
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not commented yet
Oct 16 (5 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
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not commented yet
Oct 16 (5 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...
3votes
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4
Oct 12 (8 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
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1
Oct 12 (8 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
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2
Oct 11 (9 days ago)
visitor history
When a visitor visits the page with tracking, it would be great if we had visitor history so we can go back over the day to see who we missed Such feature is already implemented. Open contact detail o...
0votes
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1
Oct 11 (9 days ago)
add mass postpone
lots of time i want to clear my inbox and have it show up say the next morning. in the mass action list postpone should be an option.
0votes
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not commented yet
Oct 11 (10 days ago)
External Consultant Agent account...
It would be very nice if we could create a sort of External Consultant account. This account would be used for sub contracters that would only need to see tickets that are assigned to them.. as that ...
2votes
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3
Oct 10 (11 days ago)
click and open tracking
would be cool to have click and read tracking which could then be used for things like post pone this if there is no read. or follow up if there is no click or just general intelligence about recipien...
1Vote
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not commented yet
Oct 10 (11 days ago)
iframe in data from other programs
sirportly allows you post data to a iframe url that will then show display contextual data in with the ticket from any outside api that you care to integrate with. I would love to see something like t...
1Vote
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not commented yet
Oct 06 (14 days ago)
Assign a premade reply or message to multiple departments...
At the moment, you need to assign it to all or nothing. We have a web department, that may want to share tickets with the support department... but not with the sales. Etc. Would be nice to choose mul...
1Vote
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not commented yet
Oct 04 (16 days ago)
Bounce back when a customer attaches more than 4Mb to email
I understand that there is currently a 4MB limit through Email on the hosted version. At the moment if a customer sends an email and they have attached a file which is larger than 4MB the email just d...
1Vote
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3
Oct 04 (16 days ago)
Clone LiveAgent instance for testing or development purpose
I like to create a clone of our LiveAgent setup, just to be able to test/develop new rules. But installing it on a second domain violates the license agreement. Now i have to develop in a live enviro...
2votes
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1
Sep 29 (21 days ago)
Discussion / Commenting integration.
It seems like LiveAgent is all about fast, efficient communication. An extremely common (and highly SEO valuable) form of communication is Commenting software like Disqus. We used Disqus for a little ...
1Vote
New
not commented yet
Sep 27 (24 days ago)
Disabling selected contact channels per user (agent)
Please consider adding option to admin panel whereby admin can decide which contact channel in section "new" is available for each agent. For example: we have agents that should not be able...
2votes
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not commented yet
Sep 26 (25 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
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1
Sep 25 (25 days ago)
Filter rule: exclude several departments
Hi Guys It's not possible to exclude several departments. It seems like a small bug, because I'm able to select them but not to save. Gio. actually it seems that also the other filter options (i.e. ...
2votes
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