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Angie Neal

Member
3 months ago

I find it a bit difficult to see which are new tickets at a glace. Since each time we reply to a ticket it gets put back into the unassigned folder, it is only possible to see new tickets by opening up the ticket. 

The previous software we were using is really obvious which is a new,...

1 comment

  • Parvez Akther
    Parvez Akther 3 months ago
    How much bold consider bold here https://d.pr/i/e19jzQ :)
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Angie Neal

Member
4 months ago

Creating folders for saved replies not working

0 comment

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Angie Neal

Member
3 months ago

The get help button isn't doing anything. There is no chat or other method to communicate a problem from the dashboard.

0 comment

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Angie Neal

Member
4 months ago

the new ticket alert doesn't work

0 comment

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Parvez Akther

Admin
4 months ago

Please follow this rules before you post anything to this channel 👇

✅ Please be nice. Avoid profanity. We're all equal human beings.

✅ Keep your post simple and explicit

✅ Please request support in English. We also speak Spanish and Bengali but responses in these languages ar...

1 people like this

0 comment

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Angie Neal

Member
3 months ago

When a client has replied to a ticket it isn't showing the body. If I go to the actual email, I can see that the client has actually sent a message, just not showing in Thrivedesk

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Angie Neal

Member
4 months ago

Saved replies not working

1 comment

  • Parvez Akther
    Parvez Akther 4 months ago
    There is some UI issue on this and we are working on the new saved replies UI/UX
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Nguyễn Quang Hoàng

Member
4 months ago

I have translated it into Vietnamese at Satisfaction Ratings but when Click evaluates to respond, it still displays in English. Please check for me

1 people like this

0 comment

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Angie Neal

Member
4 months ago

Not sure if this is a bug, or intended to work this way. However if a team member comments or replies to a ticket, it then moves back to unassigned folder

1 comment

  • Parvez Akther
    Parvez Akther 4 months ago
    You need to check the Inbox > Settings > Default settings for default assignment and status.

It's great that we can add CC/BCC fields when creating support tickets. I especially like that we have the ability to search current contacts!

It would be really nice to also be able to CC/BCC fields in any support ticket/conversation so that we know who is on the email as well as have the ability to add other parties to the conversation.

2 peoples likes this

2 comments

  • Parvez Akther
    Parvez Akther 4 months ago
    Noted
    • Matt
      Matt 3 months ago
      Is there a way to have the CC field visible every time without having to click the three dots next to the text "instant reply"?
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Angie Neal

Member
4 months ago

Please add function for adding BCC and / or CC to replies

3 peoples likes this

4 comments

  • Parvez Akther
    Parvez Akther 4 months ago
    Noted
    • Angie Neal
      Angie Neal 3 months ago
      Just wondering when some of these really important things might be up and running. I keep having to start a new ticket if I need to CC or forward a reply.
  • Parvez Akther
    Parvez Akther 3 months ago
    Its done https://community.thrivedesk.net/product-updates/p/cc-and-bcc-for-conversation-reply-and-new-ui-for-settings :)
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Nguyễn Quang Hoàng

Member
4 months ago

Allow #hashtag Post, to make it easy for the community to follow the topic

3 peoples likes this

0 comment

Please add the ability to add attachments and inline images when openeing a new support ticket and replying. 

1 people like this

1 comment

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Nguyễn Quang Hoàng

Member
4 months ago

Automatically Clear Cache when ThriveDesk Community updates. Currently I have to manually clear the Cache every time I update

1 people like this

2 comments

  • Parvez Akther
    Parvez Akther 4 months ago
    This supposed not to happen. What exact problem you are facing due to cache?
  • Nguyễn Quang Hoàng
    Nguyễn Quang Hoàng 4 months ago
    Yes, I am using Google Chrome and every time I update Community I have to manually clear it ok
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Matt Miciula

Member
4 months ago

An option to have autoreplies turn on automatically, but only outside of business hours.

3 peoples likes this

1 comment

  • Parvez Akther
    Parvez Akther 4 months ago
    Yeah, Business Hours is already on our roadmap for Q2
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Phill Coxon

Member
4 months ago

As previously mentioned in the facebook group I'd like to request API / webhook support, particularly inbound.  

As an example, I've just been configuring postmarkapp.com for a new website. It's working great for outgoing emails but I'd also like to use the postmarkapp.com inbou...

2 peoples likes this

5 comments

  • Parvez Akther
    Parvez Akther 4 months ago
    We use postmark to delivery all our email but I'm not sure about your use case for inbound email parsing.
  • Matt Miciula
    Matt Miciula 4 months ago
    +1 for API / webhook support
  • Phill Coxon
    Phill Coxon 4 months ago
    The use case is that I can set up a Postmark inbound stream to receive email at different email addresses on my domains and Postmark can then post the email via webhook to a suitable API end point. Lots of logging and potential flexibility re: ingesting the email data depending on the API feature set.
    • Phill Coxon
      Phill Coxon 4 months ago
      https://postmarkapp.com/developer/webhooks/inbound-webhook
    • Phill Coxon
      Phill Coxon 4 months ago
      Yes, inbound email forwarding works in the most part but I'm still seeing signs of emails not getting through (need to do more testing) and at some point in future I'd like the full flexibility to create tickets via API whether they are from postmark incoming web-hooks or other applications.
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Phill Coxon

Member
4 months ago

Having been using Zendesk for an enterprise project with a large team for the last 6 months I have been amazed at how useful it is to write responses in Markdown in the ticket editor. 

Particularly for using tags such as `inline code highlighting` or block quotes:


```

3 peoples likes this

2 comments

  • Phill Coxon
    Phill Coxon 4 months ago
    If it's helpful I can provide some screenshots / video of how Zendesk implements Markdown support.
  • Parvez Akther
    Parvez Akther 4 months ago
    That's an interesting idea but i'm not sure either, how many people take advantage of markdown.
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Angie Neal

Member
4 months ago

I'd like to be able to merge tickets please

1 people like this

2 comments

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Nguyễn Quang Hoàng

Member
4 months ago

Need to add a Featured image support page to the Branding item. It is currently shared by all customers

1 people like this

2 comments

  • Parvez Akther
    Parvez Akther 4 months ago
    I don't get it!
  • Nguyễn Quang Hoàng
    Nguyễn Quang Hoàng 4 months ago
    When you send the link ThriveDesk Community https://community.thrivedesk.net/ to someone via Facebook or Messenger will see the avatar

It would be really cool if there was an option to automatically insert a greeting to the beginning of each reply.

For instance, if a CRM user named John Smith sent us a support request and a user clicked reply something like "Hello John," ("Hello {contacts.first-name},") would automatically be inserted into the beginning of each message when replying.

This would speed up replies and be a neat little feature.

3 peoples likes this

2 comments

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Angie Neal

Member
4 months ago

I'd like to request pabbly connect integration please

2 peoples likes this

2 comments

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Angie Neal

Member
4 months ago

Can there be a pending folder in the left hand area of the dash, so I can see what we are waiting for?

2 peoples likes this

7 comments

  • Parvez Akther
    Parvez Akther 4 months ago
    There are active/pending ticket on Unassigned and Mine tab.
    • Angie Neal
      Angie Neal 4 months ago
      can you please show me a screenshot?
    • Parvez Akther
      Parvez Akther 4 months ago
      Active tickets are highlighted and pending are muted see https://d.pr/i/sz7oaP
  • Angie Neal
    Angie Neal 4 months ago
    oh... Not quite what I was hoping for
    • Parvez Akther
      Parvez Akther 4 months ago
      We understand everyone has different need and thats why we'll give custom filtering option later.
  • Matt Miciula
    Matt Miciula 4 months ago
    The pending folder to show all pending tickets is a great idea.
    • Angie Neal
      Angie Neal 4 months ago
      It will make seeing if I need to follow anything up far easier
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Angie Neal

Member
4 months ago

Can we please be able to search tickets

2 peoples likes this

2 comments

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Angie Neal

Member
4 months ago

Please make a sound for new tickets

2 peoples likes this

1 comment

  • Parvez Akther
    Parvez Akther 4 months ago
    Except desktop/mobile app this will be annoying for most users. Browser notification feature is already done and under testing. This will solve the problem I believe.
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Angie Neal

Member
4 months ago

can we please have the feature to tag internal team members with @ in the internal note

1 people like this

1 comment

  • Parvez Akther
    Parvez Akther 4 months ago
    Yeah we are improving the whole editor for that.
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Ramon Lucas

Member
4 months ago

Hi :) 

Wouldn't it be awesome if we can tag team members on internal notes? Like if our project manager or support officer can tag a specific software engineer or designer. Like "Hey @matt can you check this email about a minor design change? @james can you check the second pharagrap...

3 peoples likes this

4 comments

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Matt Miciula

Member
4 months ago

ThirveDesk should also integrate with ThriveCart ;)

3 peoples likes this

1 comment

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Nguyễn Quang Hoàng

Member
4 months ago

This is essential when we need to show Vietnamese language to our customers when we join the community

2 comments

It would be really cool if we can integrate with Twilio for two way text message conversations.

The support agent and customer would communicate via SMS but in TD it would appear as a conversation.

SMS could also be used to text status updates about the customers order for ecommer...

3 peoples likes this

1 comment

  • Parvez Akther
    Parvez Akther 4 months ago
    SMS could work as a channel like Messenger/WhatsApp but thats not in our roadmap for now. Your idea is good and i'm adding this to our backlog for now.
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Angie Neal

Member
4 months ago

Please add ability to add an image or attachment to internal note on tickets

2 peoples likes this

0 comment

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Angie Neal

Member
4 months ago

please create an upload feature to replies

3 peoples likes this

2 comments

  • Parvez Akther
    Parvez Akther 4 months ago
    on our roadmap, thanks
    • Angie Neal
      Angie Neal 3 months ago
      How far away is this feature? I am having up upload attachments to cloudapp so I can just use the link, since I can't add an attachment
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Phill Coxon

Member
4 months ago

From: https://www.facebook.com/groups/thrivedesk/permalink/475058940190471/?comment_id=475201856842846

Both tags and Saved Replies appear to be global across all Inboxes. This is...

4 peoples likes this

2 comments

  • Phill Coxon
    Phill Coxon 4 months ago
    Parvez has indicated in same Facebook thread: "yes, global and inbox specific replies" - yay! Thank you! 😀
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Parvez Akther

Admin
4 months ago

Share your ideas with us and if enough member vote for the idea we'll add them to our development backlog

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Matt Miciula

Member
4 months ago

It would be really cool if we coudl setup workflows and automations (both manual and automatic) that are rule based on condition. For example, when the subject line contains "Refund”, TD would automatically add a tag, send an email to the customer, and assign the ticket to person X.

2 peoples likes this

1 comment

  • Parvez Akther
    Parvez Akther 4 months ago
    Thanks for the suggestions. Workflow automation already in our roadmap. Take a look at our roadmap here https://themexpert.nifty.pm/l/OuT8Hx3TAu7G9?pub
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Parvez Akther

Admin
4 months ago

Ability to create new conversation from dashboard was the most requested features since we soft launched ThriveDesk. You asked and we delivered 🙏

You'll see 'New Conversation' button in every inbox and from there you can create ticket on behalf of customer.

You can select any existi...

2 peoples likes this

3 comments

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Parvez Akther

Admin
3 months ago

You can now give your agents the option to receive conversation notifications directly from their browser! A great way to ensure they're always in the loop about conversation activity.

ℹ️ Supported browsers:

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge...

1 people like this

0 comment

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Parvez Akther

Admin
4 months ago

We re-wrote our entire email parser with Python and now its 2x faster and 99.9% accurate on all language parsing.

Email parsing is the most critical and fundamental task for ThriveDesk. We found limitation on our previous PHP parser for language like Korean, German. PHP doesn't work well i...

0 comment

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Parvez Akther

Admin
4 months ago

This is the first and very big update to ThriveDesk Community module. Since our first soft launch our team working tirelessly to bring you the best community software. 

🙋‍♂️ Public/Private Community

See more

0 comment

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Parvez Akther

Admin
4 months ago

Today we are excited to introduce WooCommerce integration with ThriveDesk. This is an extensive integration for us, and we wanted to do it right.

After a month of deliberate coding and testing, we finally built the right WooCommerce integration you'll love to use.

Let's see how th...

1 people like this

0 comment