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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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Show recently updated articles on the start page

Showing the recently updated articles on the Support Centre start page could be pretty useful for marking areas that changes for customers. For example, in case I push out an update to my app...

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Company API calls

Currently if I want to get a list of all contacts under a company I have to call all contacts and record their company name. This would be a lot simpler to send an API call to the company and...

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Merging a ticket doesn't update the Last Update date for that ticket

Merging one ticket into another doesn't update the Last Update date for that ticket. We do quite a lot of ticket merging and this is causing us some problems. aTech don't think this is a bug...

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Assign Multiple Unique Checklists

It would be useful if you could assign multiple checklists to a ticket rather than one. This way if there are multiple tasks to accomplish and each task has 15 steps you don't end up with one...

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Disable automatic prepending of RE: to ticket replyies

I'm all for making interaction between ticket systems and customers natural however when you use the feature to prepend something to the subject line that will happen before the RE is added...

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Add the ability to import contacts from Codebase or mass upload contacts from an XML/CSV

There is no way of getting our contacts we have setup in codebase into Sirportly which is a shame. It's stopping us from going live with Sirportly because we can't get our contacts into the system...

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Backup Support Centre content

Hi,   I'm going to end up writing a lot of user help content in the Support Centre and Knowledge Base areas. Whilst I'm sure you have all user data backed up safely for your own purposes, is it, or...

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Please add the possibility to 'hide' (system) responses from regular view

I have to control with sirportly currently 16 email addresses. Each one has a signature and an auto replay response. That makes 32 responses. These responses would be better used as templates for...

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Views, Rate & Comment Articles

Totally didn't see this idea on Desk or anything...   However, I think it is a crucial part in keeping help articles up to date is gathering feedback from people who actually read the article. The...

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Spam rules vs Spam auto-blacklist

Hi,   Quick quiz:   You have a customer that has submitted tickets to Sirportly in the past. You've been able to help him, he's quite happy. His latest ticket got detected as Spam for some...

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Hierarchical support for responses

We currently have 50+ responses, which means that we have to scroll the list when picking one. It would be really nice to see hierarchical support (tree menu) here, so that we can logically group...

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Hierarchical topics in Support Centres

Would be nice to have the ability to create hierarchical topics within Support Centres.  For instance you could have:   - Manage Your Account (Master Topic)      - Account Settings (Sub Topic)    ...

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Raise tickets in bulk

Would it be possible to add some kind of feature for raising the same ticket in bulk with multiple contacts?   Ideally I'd like to see some kind of mail-merge type functions where I can provide a...

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Captcha for Remote Forms

Would be great if there was an option to add Captcha to remote forms, that's part of SirPortly. The captcha code would be pulled-in directly from SirPortly. Would definitely help instead of trying...

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Bulk actions

It would be nice to see some more options on the bulk actions when you select multiple tickets - options for changing the status, team, assignee, priority and department.   We could add macros to...

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HTML ticket display by default or choice

Would be fine having the ability to set HTML presentation as default for all new tickets / emails we receive. It will improve the communications for many sectors (creative, print, photography,...

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Please add conditions regarding phone tickets

We would like to be able to operate macros and filters in relations to "Phone Tickets". However... There currently are no conditions to match against if a ticket's origin was "Telephone". We...

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Manage Facebook Groups

It would be great to manage Facebook Groups like Facebook Pages.

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Bulk Update

It would be nice if there was the ability to select multiple tickets from a filter list and then reply to all. Using variables in the reply like "Hi {{contact.name}}" so that each contact gets a...

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"Tags" improvements.

Tags could be far more useful but there are some horrible limitations. - It would be nice to be able to use tags in filters, specific ones and *all* (for any ticket that has a tag). This would...

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Selective Email Formatting

Currently you have to set formatting based on a email template, which is then tied to a brand. Great, until you want one department/email address to only ever send in one format, i.e plain...

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Send Custom Field Data with Data Frame and Data Source requests

Want to expand into using the Data Frame / Data Source options so we can pull customer order information into Sirportly and reduce time looking up details elsewhere. At the moment we can only...

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Ability to see follow ups from filter view

Is it possible, or can it be so, to have a visual aid to view tickets that have follow ups on them, from the filter view.

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Allow Macro's to search for when tags don't exist

This would help us hugely with allowing us to create filters for certain projects. Thank you

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Account-wide activity feed

We've recently notificed that it's a little bit hard to keep updated about last updates happened on our Sirportly account, by all staff members and/or contacts. Would it be possible to have...