Jane Doe

Our support team handles requests for multiple product lines, each with its own set of required information. Currently, we have one massive ticket form, and agents have to scroll past dozens of irr...

It would be very useful to have the ability to distinguish between 'internal' and 'public' attachments on a ticket. We often have internal documents, such as log files or technical notes, that we n...

Our team lives in Slack, and constantly switching back to check for updates here is a major workflow interruption. A basic notification is a start, but a deeper integration would be a game-changer....

We have a content team that creates and updates our knowledge base articles. We would love to have the ability to schedule articles to be published at a specific date and time in the future. This w...

We are experiencing a critical issue with the CSV export functionality. When we export a report containing user-submitted data with non-ASCII characters (specifically, names with accents like 'José...

We've noticed that the 'Time spent' field is not being calculated correctly. We've had several instances where an agent has spent a significant amount of time on a ticket, but the 'Time spent' fiel...

We've been experiencing a persistent issue with CSV exports. When we export a list of tickets, any special characters in the ticket subject or description are not encoded correctly. For example, an...

We would love to see the ability to have conditional fields in our ticket submission forms. Specifically, we want to require certain fields to be filled out only when a ticket is marked as 'Urgent'...

We've been experiencing an issue where the 'Next Ticket' button is not working properly. When we click on it, instead of taking us to the next ticket in the queue, it takes us to a random ticket. T...

As an agent, I often find myself in a situation where I'm waiting for a customer to reply to a ticket, but I don't want to close it out completely. I'd love to have the ability to 'snooze' a ticket...