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We need your feedback!


Hello! We have some new features on the radar and would love to get your feedback on how you’d like some of these to work. Let us know what you think in the comments below!

Customers List Page

The basic concept for this page is that it would list your customers with some useful information about each. What we need from you are some thoughts on what you’d like to see here. Filters, search and an export tool will be provided. What else would you like to see?

Customer Notes

This would become part of the customer’s info page. You would be able to add notes (things like login information, etc.). The idea is that this information would also be shown with any tickets they submit. Anything in particular you’d like to see included with this feature?

Business Hours

We’ve had several requests for an option to add Business Hours to your support desk. If a customer visits during non-business hours they’ll be shown a message stating so. Any thoughts on where and how to nicely display this information?

Anything Else?

Got some more feature ideas? Let us know in the comments below!

  • 1. Contact e-mail, site url…? It will be nice to have some checkbox while registration saying that “I agree to receive newsletter from Author XYZ about new features and updates related to my purchases” and export e-mail, name etc. to send newsletter?
    2. Great idea.
    3. Before new ticket form and before list of the active tickets 🙂
    4. Custom fields! 🙂 It will be nice to have some kind of “Topics”, for example:
    “I have a question”, “I have a problem”, “Feature request” etc. and for example have additional fields for acccess to customer site if someone choose “I have a problem” 🙂

  • Thank you for asking our opinion.

    Customers List Page: I’d use it mostly to export my customer list.

    Customer Notes: my customers rarely open more than one ticket so I guess I wouldn’t use it that much.

    Business Hours: yes, very useful!

    I also add my personal wishlist:

    1) a more advanced text editor. I always have to edit HTML to add blockquote and pre tags. I also don’t like that all URLs to images are automatically converted to IMG tags, because I usually need to show the URL rather than the image (and in many cases I need to show them the URL to a missing image).

    2) flag to close the ticket without notifications to the customer.

    Thanks for the constant updates, I really appreciate!

    • Thanks for the feedback!

      1) a more advanced text editor. I always have to edit HTML to add blockquote and pre tags. I also don’t like that all URLs to images are automatically converted to IMG tags, because I usually need to show the URL rather than the image (and in many cases I need to show them the URL to a missing image).

      I just removed the IMG auto-conversion, I didn’t like that either actually. 😉

      2) flag to close the ticket without notifications to the customer.

      No notification is sent when you close a ticket, unless you leave a comment with it.

  • Gautam Thapar

    1. I am only concerned with customer email and support expiry date.

    2. Customer notes will be super helpful. Thanks!

    3. Before new ticket for sure.

    4. Will I be able to provide support even after support expires? If yes, then I would like to have a custom note option where I can politely ask customers to extend support.

    5. More options in text editor.

    6. Option to quote customer’s reply.

    That’s it for now, thanks! 🙂

    • Thanks for the feedback!

      The purchase code validation will fail once the support expires (unless you don’t require a valid code for submission), so submitting a new ticket with an expired purchase code just won’t work (it will ask them to extend support as well). 😉

      • O, this is nice information about this support packages, could you send some screenshot of how it looks? Maybe we can add some additional text in this place? For eg. that this is Envato idea? 😀

  • Greatives

    Thanks for asking our feedback!

    It would be great if we could also have the number of the purchases/item that each customer makes. The Business Hours area must be everywhere!

    Thanks 🙂

  • dedalx

    Customers List Page
    We need to see Customer EMAIL in customers list and list export, because sometimes customers disappear or does not get emails from your ticket system with our important answer and we need to contact them directly to resolve issue and does not get bad ratings (because customer think that we don’t answered when does not received auto email from your system or get it to SPAM folder).

    Business Hours
    This info should be shown with detailed information (in additional to message you can show that support will be here for example after 5 hours later – your system will calculate this by working time) at the page after top menu. Also some short message should be added to form when user submit new ticket or add message to existing (somewhere around form or submit button he should see that should not expect quick answer because now it not working time and he should be patient and wait).

    Anything Else?

    1) Maybe this does not related to current update but there is a serious issue for Envato authors who use ticksy. When you create new account you can import all your items (with icons!) as your support topics. But you can’t add NEW items in the same way (after you release new items on Envato sites), you can only create new topics manually, without any icons (you can’t attach icon even manually). We need to have a way to add new items automatically (some button like “Sync new categories”).
    2) Text editor style tag nicely in tickets, but not in ARTICLES (the same tag styles looks ugly in articles). Please use the same styles.
    3) Configuration for custom fields that user need to fill when submit ticket (for example in 90% tickets we need to ask customer the same info that he does not provided: 1) site admin panel url 2) site admin username 3) site admin password.

    • Great ideas! Let me clear a few things up:

      1) Maybe this does not related to current update but there is a serious issue for Envato authors who use ticksy. When you create new account you can import all your items (with icons!) as your support topics. But you can’t add NEW items in the same way (after you release new items on Envato sites), you can only create new topics manually, without any icons (you can’t attach icon even manually). We need to have a way to add new items automatically (some button like “Sync new categories”).

      This isn’t true actually. When you add new products, Ticksy detects that you have new ones (sign out and sign back in if not). They will show up above the Add Category section for you to add the new ones.

      2) Text editor style tag nicely in tickets, but not in ARTICLES (the same tag styles looks ugly in articles). Please use the same styles.

      I'll take a look at that, thanks!

      3) Configuration for custom fields that user need to fill when submit ticket (for example in 90% tickets we need to ask customer the same info that he does not provided: 1) site admin panel url 2) site admin username 3) site admin password.

      Yeah this is something we plan on adding soon! :)

  • BillyKid

    Hi,

    1,2,3 – Great ideas.

    Anything Else?

    It would be great to have option to set automatic replies for new tickets, something like:

    “Thank You,

    Your ticket will be handled soon. Please make sure to take a look into our support policy, FAQ’s section and public tickets, the answer Your’re looking for might be there already.

    Please make sure to provide problem description, site/admin url/link, screenshot, login details to speed up support.

    BR”

    that could save some time with FAQ “tickets”, and with all those tickets which lacks some info such as link to site, screenshot etc…

    It could be connected to Business Hours as well – for example send reply that we are out of office and will be back soon.

    BR

    • Agreed on all of those!

      Auto-Responders are something we definitely want to add. And one that you could turn on only when not during business hours would be pretty cool.

      Thanks for your feedback!

  • XplodedThemes

    These are great Ideas! Especially the Customer Notes.

    A nice feature would be to add 3 new credential fields related to wordpress or any other site (as an option within the settings) If activated, the customer will see those fields when creating a ticket.

    1) Site URL
    2) Admin Username
    3) Admin Password

    Obviously, the ticket will automatically be private in that case

    This will avoid the back and forth.

    As always, thanks for your hard work and keep it up 🙂

    • We have plans to add “Custom Fields” so you can add your own fields to the submit form as you see fit. You will be able to use the API to submit tickets soon as well, so creating a Gravity Form on your site for ticket submission would be a possibility. 😉

      • XplodedThemes

        Oh even better! Thanks

  • Hi

    Can you add online chat like zopim ?

    • We plan on integrating with a few other chat clients soon, but we won’t add Ticksy Chat any time soon.

      • Thank you so much! Please add a few free chat systems 😉

  • Hi !

    Thanks for all the work on this AWESOME product !!!

    Here are some reflexions that after 800 tickets closed could be really useful for us 🙂

    – user notification with @username (like Github, Slack, Facebook, Twitter..), on Public tickets when there is multiple customers

    – link to a reply in a ticket with a anchor link (like a little button : “get comment’s link” and that goes in the copy/past

    – send .php files without having to zip them. It’s a details but we send a lot and sometimes we forget to delete them in our theme’s files 🙂 I think that most of the files are either PHP or images.

    – when you assign a ticket to yourself it becomes “unread” even if you already replied just before

    – tag for tickets (like Github), #bug, #improvement, #common, #french, #urgent…

    – “favorite links” in the editor (like saved comment), because most of the time we copy/past the same links and we have to open them in a new tab (theme documentation, wordpress plugins page, Ticksy articles..).

    Let’s be honest these are all details, no hurry just some ideas 😉

    Cheers,

    2F

    • >> user notification with @username (like Github, Slack, Facebook, Twitter..), on Public tickets when there is multiple customers

      Not a bad idea! Just gotta think through how to implement it properly.

      >> link to a reply in a ticket with a anchor link (like a little button : “get comment’s link” and that goes in the copy/past

      This would probably be as simple as adding a link to the “posted on” dates like Facebook does, which would link and anchor directly to that reply. Probably an easy one!

      >> send .php files without having to zip them. It’s a details but we send a lot and sometimes we forget to delete them in our theme’s files 🙂 I think that most of the files are either PHP or images.

      I’ll add PHP files to the list of allowed file types soon.

      >> when you assign a ticket to yourself it becomes “unread” even if you already replied just before

      This is the default function. It was done because I would assign things to myself and then lose them because they weren’t unread once I did (because the other employee had replied). Probably not something I will be changing.

      >> tag for tickets (like Github), #bug, #improvement, #common, #french, #urgent…

      TIcket tagging is definitely something we want to add (for quick filtering in the ticket list, etc.)

      >> “favorite links” in the editor (like saved comment), because most of the time we copy/past the same links and we have to open them in a new tab (theme documentation, wordpress plugins page, Ticksy articles).

      For quick links I personally use this great app: http://www.clipmenu.com/ — But it’s a nice idea to add to Ticksy itself. 🙂

      • Thanks for the link, I was looking for such tool since a while !!

        2F

  • jakecaputo

    Customer Notes

    As silly as this sounds, a NSFW checkmark might be nice for customers to hit, just so we know. We have been blindsided a few times clicking into a customer’s site only to be greeted by something I shouldn’t be looking at in a coffee shop.

    • Ha! Hadn’t ever thought of that but it’s a valid point.

  • bryanfarris

    +1 for some sort of auto-responder or ability to add an “Out of Office” notification.

    On that same subject, the ability to add a little note to the top of different pages would be helpful. For example, if a certain product recently got update, adding a note at the top of that product’s thread would be nice. Or even just a little reminder to “Check the FAQs first”.

    Thanks!

    • Auto-Responders are something we definitely want to add. And one that you could turn on only when not during business hours would be pretty cool.

      Product update notifications are handled fairly well through Envato’s own update notification, unless the user doesn’t check the “Update me” box. This might be something we can look into somehow.

      Thanks for your feedback!

      • jakecaputo

        I think Bryan’s example for the note was more along the lines of “click here to read about the new updates because we changed ____”. We’ve had to do that before.

        • So more of a system-wide notification? Perhaps some type of notification banner at the top?

          • bryanfarris

            Hey Justin, Jake’s right. I was using the “product update” as a bad example. IE – one of our themes might have an update that addresses something that lots of people are opening tickets for. I was thinking a little area at the top of that theme’s page would be nice for us to put a little notice to update before opening a ticket. Does that make sense?

          • Yeah, well maybe it’s a category-specific notification (if they choose the theme from the submit a ticket dropdown, it will show up). There are no theme specific pages in Ticksy, so that seems like the best place for it. And the most intuitive. The customers will definitely see it when it shows up. 🙂

          • bryanfarris

            That’s sounds perfect! Sorry for my confusing comments. We’ve loved using Ticksy since we made the switch, can’t thank you enough.

          • Awesome, thanks for switching! 🙂

  • nicoandrade

    I really like the Customers List Page.
    Exporting the customers emails will be very useful to add them on a mailing list later. Right now it seems that there are no easy way to create a mailing list from the customers.

  • Great discussion here, I hope that most of visible here features will be live soon! Keep up good work Justin 🙂

  • I’d like to see some updates to the Article’s functionality:
    1. Add sub-categories
    2. Ability to re-arrange articles
    3. Ability pick and choose multiple articles to create a print (a select few articles from a category)

    • 1 & 3 are great ideas. 2 you can do already! Go to your Manage Articles page and use the grabbers on the left of each article to rearrange them within a category. 🙂

  • Thanks for the nice update!

    Here are some of my thoughts:

    1. I would like to propose an idea for the feature of renaming or adding custom text to the title of starred ticket (while keeping the original title). Sometimes buyer created a ticket with irrelevant or unclear title so when we want to find any particular ticket in the starred archive, it would be a bit difficult by just guessing the content using the original title.

    This will be just like bookmarking feature of web browser that allows us to rename the web title when saving it.

    2. For search feature, it would be great if we can choose to search either All / Opened / Closed or Starred tickets.

    3. Also +1 on the @greatives:disqus’s comment about listing the number of purchases of the item on the customer info page.

    Thanks again for your great work Justin! 🙂

    • 1. We’ll be adding the ability to edit ticket titles soon!
      2. Good idea!
      3. I’ll see what I can do. 😉

  • Hi again

    I think there is a problem on the search page/function. When I search a query with customer name sistem message : Sorry, no search results could be found.

    Best regards

    • 2. And please we need to collect our customer mails so could you add a function on settings page ? May be ticksy authors use with this mailchimb services and other platforms.

      3. I think will be better a announcement feature on ticksy for sending annonce customers.

  • Oli

    Hi Justin,

    my Post was “Detected as spam”, can you make it “unspammed”??

    • Hmm, I’m not seeing it in the moderation queue. Did your comment contain a lot of links perhaps?

      • Oli

        I have added it again … hope this time it works!

      • Oli

        Still no success … but the Links are required that you know what I mean, is there any other way I can send it to you? It’s a large Mail …

  • Hi Justin,

    Very nice to see customers page, any chance to display related Envato product in the list?

  • doitmax

    Hi Justin,

    two ideas:

    1) add a “Support Vacations” option to tell people when there is no support because of vacations and show it on the front page.

    2) Add a “Code” icon to the text editor. I use code very often in my answer and it would be helpful to not have to switch to the “Text View” to insert the code.

    Just my 2 cents 🙂

    Cheers,
    Dennis

  • Great work guys. Love where Ticksy is going. Although not yet a customer.

    Just testing it again, a few things I’d like to see are:

    – Create tickets in the backend. For contacting customers directly. Kinda like a PM thing. For example, I might not want to send a customer an update directly, but not want that public. But, I want to keep the ticket that initiated the need for that update public, so instead contact the customer via a new private ticket.

    – Option to add instructions on the submit ticket page!! You can never remind users enough to include certain things (like version numbers) in their tickets.

    – Tags

    – Submit tickets by email (always default these to private). And reply to these by email.

    – Auto detection of words like “login” and “password” in tickets, and prompt the submitter if they should make it private (if public). Maybe even have an option for agents to add additional words for their site, which means you don’t have to know every language’s versions.

    Thanks

  • Lior Gantz

    Why can’t you just reply to my inqury?! It’s been almost a week! It’s about my business, not playing lego!

    • Where did you post your inquiry? Email or at our support desk? Feel free to submit it here https://support.ticksy.com if you haven’t already (I don’t see anything there from you at the moment).

  • Hector :)

    It is a great system, but it is not yet possible to use a customized domain by cname,

    example: support.ticksy.com to support.mydomain.com

    I will return to subscribe when implementing this feature, hopefully not take too long, it is a very useful feature

    as zendesk or uservoice….

    Another feature to add, customize the form of ticket

    regards and good day 🙂

  • Not sure if this is still relevant, but would love to see a feature that allows us to create a ticket via email. use case: when my live chat is offline, I’d like to forward offline requests to create a ticket automatically!