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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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CNAME to your sirportly?

is there a way to point our company's CNAME to sirportly so that i don't have to type in [username].sirportly.com but use our company's subdomain?

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Ability to select a position for custom fields in staff UI

Currently all custom fields and their values are shown on top of the ticket view. We store certain background details about tickets (like technical stuff, POST parameters etc) that can be rather...

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Ability to select the team / department for the current session

Hey,   In small companies, a staff member most likely belongs to more than one team or even department. Currently all filters/views combine all teams and departments together, making the view a...

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RSS feed for Supportcentre news items

Hi,   As we plan to migrate our current help pages to the Sirportly Supportcentre, the only thing we're missing, is an RSS feed for the news items. This is an important feature, we have quite a lot...

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Show recent tickets from same customer or company at the ticket view

We do often have situation when a customer sends multiple messages that practically relate to same issue. It would be useful if an agent could easily see a list of couple recent tickets (or updated...

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View and edit follow up notes and updates

If you create a follow up to insert an update to a ticket or a private note, you can't see what the note or private ticket is, you can only cancel the follow up.   Would be great if you could see...

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Filters - hide those with no tickets / change default filters

We've got quite a few filters, but at times, lots of them have 0 tickets. It would be great if we could hide those completely (and automatically) but have them re-appear when they have...

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Lock down a ticket using status

I would like to suggest a feature: lock down a ticket with status CLOSED? CLOSED is the name, and status type. When a ticket status is set to CLOSED only selected group of users will be able to...

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Auto-change FROM email address option, based on team

I would like to suggest an option which will allow automatic change of the FROM email address using team names as input? I.e. when moving a ticket from Helpdesk to Sales the source email will be...

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Share a ticket between Contacts

Hi   A sharing option for a ticket would be a great addition.   Description: to be able to share a ticket with other Contact(s), not only with Contacts inside one Company (this option is available...

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Previous values of fields used in automatic macros

Hi   I would like to be able to access the previous values of data fields when a macro is being performed.   Simple example: a ticket is assigned to a different team   Macro internal email...

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custom HTML

It will be great to add custom HTML to any part of the customer website. Like for example the Javascript code for GoSquared account.

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custom CSS

It will be great to have custom css 

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Misc suggestions for developers

Hi    I have been reviewing Sirportly for use in our IT Support business.  I have used lots of helpdesk systems, and would like to make a few suggestions that will be critical to us continuing with...

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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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Hide empty filters

We've got a lot of filters.    Whilst some may only get the odd message now and again, some are very busy.  It would be nice to only show filters that have any tickets in at all that apply to the...

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Support extended Markdown in the Knowledge Base

Although tables aren't part of the default markdown specification, there are forks of the specification that support tables. An example is...

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Update WYISWYG Editor for Articles

I wouldn't mind seeing a full WYISWYG editor for articles.

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Ability to Filter on a Filter

Hi there,   It would be really useful to be able to search a filter for tickets that match a column.   For example. having a "Support Queue" filter and then being able to search the...

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Set default department for a ticket

I would like to be able to set the default department when creating new tickets from the UI. About 95% of our tickets will belong to one department, and a default department saves at least one...

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Set default status for a ticket

I would like to be able to set a default status on a ticket when creating via the UI. Right now it goes alphabetical. I created the status "Duplicate" for duplicate tickets, resulting in...

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Private Template Responses

Some staff use their own text snippets instead of the global ones but instead of being able to keep them in the system, they have to use textedit/evernote.   It would be nice to be able to include...

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Versioning in Knowledge Base

Is "versioning" for the knowledge base on the roadmap? This is a requirement for eg. ISO27001/9001: everything we'd use to store instructions/procedures/knowledge information/... needs to...

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Custom 404 pages

Supporting custom 404 pages in the knowledge base would be a great idea, currently it has links to sirportly help etc which if your trying to white label your support desk isn't very good!

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Support Google Analytics code in knowledge base

We use the knowledge base a lot for FAQ etc (as it should be!) - we also link to it using UTM tags from our software so we can see where they have come from.    There isn't a way to add GA tracking...