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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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Enhancing handling of replies to transactional emails

Definitely not sure is my topic even close to correct... but trying to explain abit. ;)   Our web application sends different transactional emails (currently through Mandrill) that customers tend...

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links between support-centre articles

I've suggested improved content management for support centres: https://community.atechmedia.com/topic/326-enhanced-content-management-in-support-centre-topics-articles/   however some of this runs...

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Enhanced content management in support centre topics / articles

It would be good to be able to:   reorder topics edit permalink for topic move article from one topic to another. ideally: have hierarchies of topics. However for 2-4, This would obviously...

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Easy way of browsing for / adding in links to existing articles (when replying to ticket)

When replying to a support ticket, an agent wants to be able to send a link back to a preexisting (or maybe freshly created based on this ticket's needs) article in the support centre.   It would...

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PAID Support/Billable tickets

This is  feature we have not found in any helpdesk so far, which is surprising. We have a KAYAKO module which does this but it is very clunky and unsupported and full of bugs.   We often need to...

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Select which aTech email to use in Sirportly

I have many email addresses associated with my aTech identity, but one I'm within Sirportly, I am not able to pick a default just for Sirportly-- instead, I have to change my aTech default...

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Manage Saved Searches for Tickets

As an administrator of a Project in Codebase, I like to provide Saved Searches for my fellow Project users to use. This means that we can say "Use the ABC saved search" and we all see the...

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Ticket selection in Ticket list

Hi, you can currently select a ticket in the ticket list by checking the checkbox. Can this be modified so that you can select a ticket just by clicking on it anywhere in the field and not only on...

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Twitter feed ignore tweets starting with RT

Hi   It would be great for the Twitter feed to ignore any tweets starting with RT, so they aren't created as tickets and use up monthly allowances of tickets.   Cheers Iain

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Contacts Manipulation

Hi   As you know each contact has a "Company Name" field. Would be great if you guys can create a way to automate company name population based on domain name someone is emailing from....

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Date type for Custom Field

Continuing my evaluation... it would be very handy if it would be possible to define a custom field as being a date. Then one could supply a date field (and, with a little of user coding, a date...

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Preserve subject line of emails

This may be another edge case discovered in my evaluation of Sirportly...   I've set up a ticket with multiple 'other contacts'. If one of those 'other contacts' emails the support email address...

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Choose recipient email for manual updates?

This may be an edge case, but here we go. I'm currently evaluating Sirportly, which is interesting but, like all software, has its quirks.   I see I can add multiple email addresses to a single...

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Partial search

We'd need to have a "partial search" feature. Current search function in sirportly is based on entire words, or the entire ticket reference etc.   Especially when talking to a customer on...

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Checklist Macros

The Macro drop-down in the Checklist Item shows all types of Macro. I suppose it makes sense that a Checklist Item can run either of the Manual types of Macro - and perhaps System...

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Attachments in post from contact

One of our uses of the help desk will be to sign up clients, which involves them emailing us various files as attachments. Currently we receive their email in Outlook and can easily "save...

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Contact names

Ticket variables are very handy, especially for contact name.   Could we have the contact name on the Properties tab of a ticket as a reminder that it has not been set?   It could appear here -...

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Custom ticket ID format per-brand

I love Sirportly's "brands" features, but a great addition would be the ability to either have different ticket ID formats for each brand, or at least the ability to prefix the ticket ID...

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Markup in tickets

It would be nice for there to be some basic markup options in staff tickets, so that the staff UI can highlight parts of messages and display contextual information.   For example, the really...

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Allow macros to paste replies

Currently a macro can only send an automatic answer.  It would be much better to enable macros to also just paste some text into the reply box.   Why?  Together with the external HTTP call  you...

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Filter tickets based on content

Hey Atach Team,    It would be great to enable filtering based on a tickets content.  E.g. I want to display all tickets which contain the words "refund" or...

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Ajax for Filters, ie Open Tickets

Hi   I really like the Ajax feature for the actual tickets - when there's a reply from staff or client, it updates without refreshing. Would be nice to have the same functionality for new tickets.  

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More flexible custom fields

It would be great to have few more custom field types. These are more dynamic ones, like:   -another ticket -staff user -contact -company -team   Actually "another ticket" and "staff...

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Staff and Customer Notifications

I believe this is a MUST feature/wish list. We're heavily using "Macro - Internal Email" feature to notify staff of customer and staff replies. For example, when a customer sends a reply,...

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Date formats and localization

Is it possible to format dates that are shown in ticket interface?   I need "16.3.2013 22:34" instead of "On 16 Mar at 22:34"   Also is it possible to translate the admin? I...