Forums & Blog

A very nice feature, in my opinion, would be to have an option similar to SmarterMail, when creating a new ticket (manual) that would allow a popup of registered users. This would make entry of tickets much easier. In addition, a vetting option for newly registered users would be great, as well, for...

I ran into this problem on numerous occassions with ST 2.x and the same issue exists with ST 3.x. There are times when the client, due to misconfiguration or other reasons, starts a ticket with a wrong email address. When this happens, there is no way to change the ticket email address. This would be...

I have numerous clients that will have one person initiate a ticket, CC'ing other folks. When we reply, we have to type in the CC addresses. Then one of the recepients will reply, CC'ing other, etc. etc. It would be a great feature if the CC addresses were associated with the ticket, and the...

Some of our queues could really benefit from the ability for us to use a different signature based upon the department, or to have a departmental signature. Perhaps a feature that would put the agent signature block, immediately followed by the department signature or footer would be wonderful!!! As...

ST 2.x include an option to display "recent" tickets that I had "touched." This is a feature that appears to be missing in ST 3.x. It was very nice from the standpoint that I could easily retrieve it, if I had responded recently to a ticket and needed to add onto it,

ST 2.x provided the ability to view plain text or HTML. ST 3.x does not seem to allow you to view the original HTML, but instead only the raw content or the parsed content. This is a problem for some emails, most notably HTML only email.

The ability to add links to the portal is a very nice feature. One (very minor) frustration experienced by us, thus far, is the necessity of click out of the agent interface in order to access one of these link. It would be nice if there was a top-level icon (Manage, Workspace, ..., Settings, Links)...

The tree updates with the current count of active tickets. It would be great if, when a new ticket arrives, if the ticket list also updated.

ST 2.6 had a very nice feature that allowed you to reply to a ticket, and transfer, in one smooth operation. We used this to reply to a customer that we needed to transfer to another support agent and it was very helpful.

A very nice feature would be the ability to enable attachment, via Web interface, on a department by department basis. Generally, we do not allow attachments, however, for our programming department, which is restricted to registered users, being able to enable that for the department would be an excellent...