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Feature Suggestions

Oct 27 (4 days 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
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13
Oct 26 (5 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
Oct 24 (7 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
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4
Oct 22 (9 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 (9 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 (9 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
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not commented yet
Oct 21 (9 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
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1
Oct 21 (10 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
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1
Oct 19 (11 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
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not commented yet
Oct 16 (15 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 (15 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 16 (15 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 (18 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 (19 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 (20 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 (20 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.
1Vote
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not commented yet
Oct 11 (20 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 (21 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
New
not commented yet
Oct 10 (21 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 (24 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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