Messages Replied widget
Currently, we display just the number of messages sent by each user. It would be useful to have the Messages Replied that would show the number of processed messages from a buyer (e.g. 1 received message from a buyer and then 2 user's sent messages in a row OR 2 received messages from a buyer in a row and then 1 message from a user will mean that one message was replied to).
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.
Allow images to be linked in signature
Currently the WYSIWYG editor doesn't allow images to be linked in a signature, it would be great if they could be.
In line system message displayed in place of entire auto-response
Currently message threads are made more complicated by needing to read past out of office and other auto-respond messages. Since these are canned messages, their contents does not need to be displayed in full each time, rather an inline notification that this message has been sent with a date stamp, in exactly the same way you can see when a rule is applied or a user has viewed the ticket, would be far cleaner.
Notification About Multiple Follow Up Emails
The way the Replyco system is set up -- When a customer emails us, then sends us a new email and another email, the system sees it as a new email and the email thread would go to the last page (If sorted to see the Oldest messages first). It's a critical case where the old email is skipped. For email support accounts that receive 100+ emails a day, it's important that we get informed if there's an email with multiple follow up and still not responded to. Or a way that we can easily see if a thread has multiple emails that need a response, as soon as possible.
Unified time zone for all users
Add the ability to choose one unified time zone for all users of the company, so everyone could see the same time. This setting might be placed on the Company Settings page.
New Dashboard report - % of tickets/sales.
The report that shows what products produce the most tickets based on a percentage of sales instead of just raw number of tickets submitted. In other words, the ability to see what items have the most “issues” by having a % of tickets/sales for each product and be able to sort by that % to see which products are causing the most tickets to be generated.