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With an increasing number of queues in the system it gets harder and harder to quickly pick the right queue in the To: / MoveTo: / ... dropdowns.
Adding the personal queues as favorites to the dialogue would increase the accessibility of the most important ones.
Not every queue needs a salutations and or signatures. By now it's not even possible to define an empty salutations or signatures. It's not even possible to get a space accepted as text.
It would be great if queues could go without both. Easiest would be to set an empty salutation/signature as default. This would also speed up queue creation a big time.
It often would be really helpful for agents to get back to what they've done the last days. Like "I forwarded you that ticket yesterday" or "I had this particular guy just a minute before" or "wait I just closed that this morning". Would be cool to have a personal work log, analogue to the ticket history with filters on date, history type etc. and direkt links to the tickets/articles for quick access. Seems like an ...more »
A Feedback function that asks for a comment and then returns ticket to the former owner/queue would be great. You often have workflows where all you need is a comment or information of a different dept or user. The feedback function would store the original queue and owner and return the ticket to the original place as soon as the feedback is given. While on feedback all ticket functions except "give feedback" and "change ...more »
By now it is impossible to set any additional mail-headers. This not only refers to "normal" mailing but also to the core modules. Even custom development cannot use the mail object (Kernel::System::Email).
We need the option to have mail headers to communicate with different systems.
In Ticket Zoom there's tons of information in the right column. Depending on how much free fields are used, how much customer data is displayed and so on the column thus gets really crowded.
Would be cool to have the most urgend info displayed and the rest in tabs.
Add a config option to define the color of given or new priorities. The current setup only allows coloring the given five priorities. Defining them in the config options would enable users to add as many as needed priorities and have them colored.
FAQ are often used as knowledge base for the agents. Would be cool if there was a flag that showed the agent unread FAQ entries.
To make it fully call center compatible also add an 'I confirm I read this FAQ' dialogue. Call centers have to rely on self-education and need to know who knows.
Often when working on tickets in different queues the 'back' button does not work as intended. In addition the way back into a queue or into the superordinate queue takes more than 3 clicks.
In the ticket zoom the queue display should be displayed as links into the given queues:
Queue::Subqueue should be [linktoqueue]::[linktosubqueue]
This would speed up queue access in complex setups.
Tickets which are worked on by different departments often change queues back
To easify and speed up the workflows it would be nifty to have a button "Move
back to...", which automatically pushes the ticket back into the last queue.
This could be a button in the ticket zoom as well as a quick choice in the move
Would be cool to add a sysconfig option in which one could exclude certain queues from being displayed/counted in the dashboard.
Just think of Junk/Spam queues - should be possible to see what's been the incoming tickets without them.