Author image

Angie Neal

Member
2 weeks 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,... See more

1 comment

  • Parvez Akther 1 week ago

    How much bold consider bold here https://d.pr/i/e19jzQ :)

Author image

Angie Neal

Member
3 weeks ago

Creating folders for saved replies not working

0 comment

Author image

Angie Neal

Member
3 weeks ago

the new ticket alert doesn't work

0 comment

Author image

Parvez Akther

Admin
1 month 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... See more

1 people like this

0 comment

Author image

Angie Neal

Member
3 weeks ago

Saved replies not working

1 comment

  • Parvez Akther 3 weeks ago

    There is some UI issue on this and we are working on the new saved replies UI/UX

160576536_868636693709951_778016480980594119_n.png
Author image

Nguyễn Quang Hoàng

Member
1 month 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

Author image

Angie Neal

Member
1 month 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 3 weeks 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

1 comment

Author image

Angie Neal

Member
3 weeks ago

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

2 peoples likes this

4 comments

  • Parvez Akther 3 weeks ago

    Noted

    • Angie Neal 2 weeks 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 1 week ago

    Its done https://community.thrivedesk.net/product-updates/p/cc-and-bcc-for-conversation-reply-and-new-ui-for-settings :)

2021-03-24_15-02-57.png
Author image

Nguyễn Quang Hoàng

Member
3 weeks ago

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

2 peoples likes this

0 comment

Author image

Nguyễn Quang Hoàng

Member
1 month 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 1 month ago

    This supposed not to happen. What exact problem you are facing due to cache?

  • Nguyễn Quang Hoàng 1 month ago

    Yes, I am using Google Chrome and every time I update Community I have to manually clear it ok

Author image

Matt Miciula

Member
1 month ago

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

2 peoples likes this

1 comment

  • Parvez Akther 3 weeks ago

    Yeah, Business Hours is already on our roadmap for Q2

Author image

Angie Neal

Member
5 days ago

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

See more

0 comment

Author image

Phill Coxon

Member
1 month 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... See more

2 peoples likes this

5 comments

  • Parvez Akther 1 month ago

    We use postmark to delivery all our email but I'm not sure about your use case for inbound email parsing.

  • Matt Miciula 1 month ago

    +1 for API / webhook support

  • Phill Coxon 4 weeks 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 4 weeks ago

      https://postmarkapp.com/developer/webhooks/inbound-webhook

    • Phill Coxon 4 weeks 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.

Author image

Phill Coxon

Member
1 month 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:


```See more

3 peoples likes this

2 comments

  • Phill Coxon 1 month ago

    If it's helpful I can provide some screenshots / video of how Zendesk implements Markdown support.

  • Parvez Akther 1 month ago

    That's an interesting idea but i'm not sure either, how many people take advantage of markdown.

Author image

Angie Neal

Member
1 month ago

I'd like to be able to merge tickets please

1 people like this

2 comments

Featured image.png
Author image

Nguyễn Quang Hoàng

Member
1 month 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 1 month ago

    I don't get it!

  • Nguyễn Quang Hoàng 1 month 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

Author image

Angie Neal

Member
1 month ago

I'd like to request pabbly connect integration please

2 peoples likes this

2 comments

Author image

Angie Neal

Member
1 month 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 1 month ago

    There are active/pending ticket on Unassigned and Mine tab.

    • Angie Neal 1 month ago

      can you please show me a screenshot?

    • Parvez Akther 1 month ago

      Active tickets are highlighted and pending are muted see https://d.pr/i/sz7oaP

  • Angie Neal 1 month ago

    oh... Not quite what I was hoping for

    • Parvez Akther 1 month ago

      We understand everyone has different need and thats why we'll give custom filtering option later.

  • Matt Miciula 1 month ago

    The pending folder to show all pending tickets is a great idea.

    • Angie Neal 1 month ago

      It will make seeing if I need to follow anything up far easier

Author image

Angie Neal

Member
5 days 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

See more

0 comment

Author image

Angie Neal

Member
3 weeks ago

Can we please be able to search tickets

1 people like this

2 comments

Author image

Angie Neal

Member
3 weeks ago

Please make a sound for new tickets

1 people like this

1 comment

  • Parvez Akther 3 weeks 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.

Author image

Angie Neal

Member
1 month 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 1 month ago

    Yeah we are improving the whole editor for that.

Author image

Ramon Lucas

Member
3 weeks 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... See more

2 peoples likes this

3 comments

Author image

Matt Miciula

Member
1 month ago

ThirveDesk should also integrate with ThriveCart ;)

2 peoples likes this

1 comment

Author image

Nguyễn Quang Hoàng

Member
1 month 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... See more

2 peoples likes this

1 comment

  • Parvez Akther 3 weeks 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.

Author image

Angie Neal

Member
1 month ago

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

2 peoples likes this

0 comment

Author image

Angie Neal

Member
3 weeks ago

please create an upload feature to replies

2 peoples likes this

2 comments

  • Parvez Akther 3 weeks ago

    on our roadmap, thanks

    • Angie Neal 2 weeks 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

Author image

Phill Coxon

Member
1 month 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... See more

4 peoples likes this

2 comments

  • Phill Coxon 1 month ago

    Parvez has indicated in same Facebook thread: "yes, global and inbox specific replies" - yay! Thank you! 😀

Author image

Parvez Akther

Admin
1 month ago

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

Author image

Matt Miciula

Member
1 month 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.

See more

2 peoples likes this

1 comment

  • Parvez Akther 3 weeks 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

new_conversation.png
Author image

Parvez Akther

Admin
1 month 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... See more

2 peoples likes this

3 comments

Author image

Parvez Akther

Admin
1 month 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... See more

0 comment

Untitled.jpg
Author image

Parvez Akther

Admin
1 month 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

Untitled.png
Author image

Parvez Akther

Admin
3 weeks 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... See more

1 people like this

0 comment