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Sirportly suggestions.

This is the place for you to post all your suggestions for Sirportly as well as vote on existing suggestions to bump them up the list. Below is a list of the most popular suggestions right now.

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5

Collecting

Internal tickets / staff e-mails

Hi, First a question: what's the intended behaviour of Sirportly when a staff member sends an email or replies to the helpdesk address? Now some random e-mails are sent out and I have not been able...

5

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Disable inbox or make a different start page

We don't use the standard inbox filter, because updates to closed tickets or to task are not showing up there.   Can we disable the inbox or just use a own filter for our start page?

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Create a new linked ticket from any ticket update

One of our customer, recently started to use Sirportly as their customer suppor tool, gave the following idea:   It would be useful if an agent could create a new ticket from any part of the...

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Public Holidays

I'm starting to make significant use of timers for ensuring things happen when they should - or at least don't get forgotten about.   An issue I've come across is the lack of ability to define...

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Links from ticket references

When there is mention to another tickets on log (merged and splitted tickets for example), it is just highlighted text. It would be superhelpful if that would be a link. Also it could show more...

4

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GPG Inline Signing

Would be nice, for security, to have the option to in-line sign GPG messages. Incoming messages could also be checked although headers/footers stripped but an indicator to let us know the...

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View email headers / email source

It could be useful to be able to view the source and/or header of an email in many cases. Examples: - When a ticket has been incorrectly tagged as spam, we can use this to identify why, and...

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After copying sirportly tickets to codebase, keep updates even if the project of the task change

At the moment, when you copy a ticket to codebase using a macro, it works perfectly. But if you want to move the task to another project, the link is break, no more updates. I would be an...

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Attachment de-duplication - use checksums?

We have a lot of correspondence with our clients via email. This results in signature images being stored in SirPortly. If a user with a signature image emails repeatedly, we end up with a new...

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Macro for when a ticket is deleted

Subject line says it all. We would like to be able to detect when a ticket has been deleted at the moment it happens.

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Telegram Integration.

Similar to the current Slack integration. I would like to see ability to send notifications to Telegram.

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Password Protected Knowledge base

I want to have a support portal for an exclusive set of customers, so having a password protected area would be great so we could put exclusive and potentially sensitive content on there

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Remove contacts from specific posts

I would find it very useful to be able to change the audience(contacts) to separate posts within a ticket.     I understand that you can remove the contact from the contact list, however I'd like...

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Ability to set a default e-mail address for a department

I might be blind or something, but I can't find any option (neither from v2 or v3 UI) where to configure the default e-mail address to be used for outbound communications. The agent can change the...

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Checklist behaviour

A Checklist can be set so it has to be completed in order or not.   Many of our Checklists do not need to be completed in order. However, the way in which the Text for each Item appears is only...

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Implement change and problem management

I know sirportly is sold as helpdesk software and it is great for incident management but have you considered implementing further ITIL concepts. Specifically change and problem management I would...

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Preset auto-responders

Upon new account creation, I think there should be preset auto-responders or at least the ability to create these. For example it's a common use case for when people create new tickets to get an...

3

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Ability to forward emails and assign the correct original requester

I use gmail mobile a lot. Many emails come to me personally when they should go into Sirportly. I don't think I will ever stop this happening but I do not want to put my personal email address...

3

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Support Centre is add priority level to the ticket.

Adding priority level to the ticket on support centre currently not possible

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Don't bill inactive users

As a company with lots of freelancers it often happens that users/staff becomes inactive for a while but we still get billed for them. It would be fantastic if Sirportly would detect inactivity...

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Ability to create predefined responses/knowledgebase articles from ticket responses

When responding to tickets in Kayako we used to have checkboxes labeled "Add to knowledgebase" and "Add to predefined". If these boxes were checked when hitting the reply button, we would be taken...

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Agent phone number or custom fields

We would like to include agents' direct phone number into the signatures that we currently add to outgoing tickets for certain departments (like the sales people). However, this is currently not...

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Ticket preview

When viewing the ticket list, it could add to efficiency if we were able to preview the ticket content by hovering over it. This can be used to identify what the ticket (or last response) is about,...

3

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Push notifications in iPhone App

It would be great if we can recieve push notifications from the app, for example when a ticket is assigned to me of my team.

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limit length of sms text

Option to specify the length of body text sent via sms from macros - eg perhaps {{update.plain_body}}[100] or something - or set as option - otherwise may take multiple sms messages for long email...