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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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1

Collecting

Private note as standard

Right now when you want to send a message towards the contact person of the ticket you fill out your message in the top message box. When you press send you send the message to the contact...

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When forwarding messages, automatically add "Linked tickets" references

When forwarding messages, it would be useful if Sirportly automatically added "Linked tickets" reference between the original and forwarded tickets. This could be optionally disabled and/or enabled...

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Support PIN widget for WHMCS

Sirportly has a support PIN option for each customer, it would be great if this could be extracted and displayed in the WHMCS customer portal via the Sirportly module and displayed as a sidebar...

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Reporting regex operators

I would like to have a report run which excludes all tickets with "patching" in the name. Currently this is impossible as regex operators are not supported.

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Automatically remove email from contact list after marking an email as Spam/blocking Sender

Automatically remove email address from contact list after marking an email as Spam/blocking Sender

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Ticket Tracking

It would be nice for HTML formatted messages to be able to track their views. Although some turn off images, if they have them on, it loads the image which triggers a view which would show in...

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Report on time tickets are Open

Currently, you can create a report to show the resolved time but this will include all the time the ticket is on hold while it’s waiting for the customer to respond. The ability to report on...

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Global documents across all support centres

Would be good if you could set up a standard template for content across all support centres. Global documents to help users with raising tickets etc instead of having to duplicate documents...

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Draft support centre articles - show draft status in admin

You've just released a new feature allowing support centre articles to be saved as drafts and therefore not published on the public side of the support centre. Thanks for this very useful. What...

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Close Sirportly ticket from Codebase easier

As it states now, to close a ticket from Codebase the comment field of the Codebase ticket should not be blank, for whatever reason. I think placing a comment to make me allow to close a ticket...

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Codebase ticket link in private note

With Codebase integration, we can set up a private note as a feedback about a Codebase ticket has been created with by Sirportly. However, it would be especially useful if we could post the link to...

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We're on it

Ability to See if User Authenticated

The staff interface shows how the ticket was submitted. For instance "support centre". But it would be useful to know if the user was authenticated or not. This is something we can use to verify...

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Spell check

Spell check is a basic and useful feature that myself and my team would benefit from. We all occasionally make typos and a little red line to highlight this would be appreciated.

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Adding "follow ups" to macros

Hi, Would it be possible to include adding follow ups to the macro options? My quest is to create a macro button to resolve a ticket. This button will send an email out to the assigned...

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Support Centre news articles to have editable create/publish date

It would be very handy to be able to edit the create date of news articles, or even better set a create date in the future that would keep the article hidden until that date. This would allow us...

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Duplicate Support Centre

It would be extremely useful to be able to duplicate an existing support centre. We can then mess around with the templates without affecting the live version. At the moment we have many...

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Custom CSS

Is there a way to customize css? (eg the default "pink" for private comments is not obvious enough)? We currently change the assets/v5/main-$bignumber.css, but that's not really handy...

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Ticket Properties

It would be extremely useful when creating a new ticket, that you are requested to enter the company name as there have been instances where all we have is a name and over 100 companies from the...

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Autoresponder protection

I would like to see that Sirportly addes autoresponder loop protection. Currently I'm seeing a lot of autoresponder battles between Sirportly and other email systems with also an autoresponse. The...

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Removing an update from a ticket

It seems that there is no possibility to remove a customer's reply from a ticket. Occassionally the customer replies with an autoresponder but it cannot be removed from the updates (without...

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Rearrange Categories

On the categories page in the admin area it would be nice to have the ability to rearrange the categories. This is so that on the support center message page it puts them in the right order.   For...

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Support Centre icons in content

Would it be possible to allow inclusion of an icon set in the content for Support Centre articles and Knowledge Base entries?   For example, some shortcode to insert a FontAwesome icon?    Use case...

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12 hour time through the whole app

When I change my time settings to 12 hour (USA) time it changes it most places in the app, but not everywhere. On the Follow Ups and Details tabs in the ticket view it still only shows 24 hour...

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Content Managerment - long articles lose the toolbar

When editing articles in the Content Management area, the article editor pops up in a modal window.   If you then write a long article it means the editing toolbar disappears off the top of the...

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KnowledgeBase - navigation pane too narrow

When in the Content Management area, editing KnowledgeBase articles, you only need a couple of levels of hierarchy before the left nav pane becomes unusable.   It would be a big improvement if the...