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Feature Requests
Description
Category
Reports/Dashboards
Integration Features
Instant Messages
Cases
Feedback
App Features
UX/UI Features
Artificial Intelligence [AI]
Uncategorized
Assign a ticket to multiple agents
It would be helpful if you could assign a ticket to two agents who would then work on a case together. This is already possible in direct messages, but not in normal tickets.
0
2
Shopware 6 Integration
An integration for Shopware 6 would be very helpful for importing order and customer data.
0
1
Ability to report on template usage, so we can see which are used the most
We have a large number of live templates, but we suspect many aren't used anymore. We would like to identify the most used ones, so we can improve them and also add the content to our website.
2
·
under review
14
Ticket Rules - conditions based on AI categories
Add new rule conditions based on AI categories. Example: AI Category > is any of | is none of | is known | is unknown
0
1
Round-robin auto-assignment of users
A new workflow allowing users to auto-assign customer service agents at the point of creation of the ticket using round-robin method.
0
12
Customer Details - add a chat icon
Add an icon showing how many chat conversation a customer has, just like we already have for tickets and orders:
0
4
Instant Messages - time without a reply
For each Chat conversation, we should display a time passed since a conversation was initiated or since our last response to a visitor. This will allow users to identify visitors who are waiting too long and process their messages first.
0
3
Dahboards - add Instant Messages section
Add a new section to the existing dashboards, dedicated to the Instant Messages module. This section should have widgets about users' performance, chats assigned, chats closed, etc. Also, it is worth replicating the Tickets Overview section.
0
3
Dashboards - Tickets - average number of replies before resolution
Add a new widget that shows how many replies it takes for a user to resolve a ticket completely.
0
3
Invoice
Having a way to create a VAT invoice for an eBay customer and attach it to a message at the click of a button.
1
9
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