Feedback for Comm100

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  1. Email forward function

    Unfortunately the forward function is not visible anymore (since the latest update). we cannot forward any emails with attachements to another person / department anymore, we need to change the recipient manually and the attachment is not forwarded in this case. Please insert the forward function in order to forward emails + attachments!

    45 votes
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    1 comment  ·  Ticket  ·  Admin →
  2. Adding a campaign tag to the chat transcript when forwarded to ZenDesk

    Currently, a chat transcript shows the Campaign as well as department within Comm100. However, when using a direct integration with ZenDesk, the tags sent with the transcript only include the department.

    Hoping to add a Campaign tag as well, to better categorize the chat transferred.

    6 votes
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    under review  ·  0 comments  ·  Ticket  ·  Admin →
  3. Can there be a section on the Reports- Availability section where we can plot schedules and see in percentage the "Adherence" of the agents

    Can we have section on the Reports- Availability where we can plot schedules and see in Percentage the adherence to their schedules? This computes the log outs during shifts, break, over break and late log ins and complete hours worked in a weekly, monthly, daily basis?

    4 votes
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    0 comments  ·  Ticket  ·  Admin →
  4. print ticket

    Option to print out a ticket

    4 votes
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    0 comments  ·  Ticket  ·  Admin →
  5. Having an export button that transfers to a excel spreadsheet

    It would be very beneficial to the universities staff to have a button to export agents into an excel spreadsheet. This helps us with audits and comparisons. It would make things a lot simpler as at the moment we are having to copy and paste which the site doesn't really allow for an easy copy and paste process.

    3 votes
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    0 comments  ·  Ticket  ·  Admin →
  6. Columns customization

    The list of tickets should have a view with columns, so operator can get to know a lot of each tickets without the need of entering into each one.
    These would ease the selection of tickets, and the monitoring of operator's work.
    As it was before, when we were able to customize this view.

    3 votes
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  7. Open several tickets at the same time

    Open several tickets at the same time, right clicking on it (open on a separate tab).
    This would ease the review of tickets, and the decision of merging tickets.

    3 votes
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  8. URL independent for ticktes

    We use to give support among several operators shearing the ticket URL.
    It was fantastic the instant access to the ticket...
    Can we recover that feature?

    3 votes
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  9. Webhooks integration for use with Slack

    The webhooks feature is useful, but we cannot integrate this with Slack in its current form because of the way Comm100 sends the payload to the webhook address. I've discussed this with Slack who have confirmed that the data they're receiving is not in an acceptable format for them. Comm100 techs, please see the guidelines here -> https://api.slack.com/incoming-webhooks#advanced_message_formatting

    I've also tested the Zapier integrtation. It is 'OK', but there aren't as many options with Zapier than there is with webhooks. For example, you cannot send a Zap when an agent changes status.

    3 votes
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    0 comments  ·  Ticket  ·  Admin →
  10. Send Auto Follow Up email to ticket requester only

    Currently, the Auto Follow Up email is sent to all recipients on the email thread, including To, Cc and Bcc. We prefer sending the Auto Follow Up to the requester only. We don't want the other contacts in the conversation to receive the follow up.

    2 votes
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  11. Ban list select all.

    Impossible to delete one by one, an option like select all delete is absolutely necessary in an urgent way.

    2 votes
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    under review  ·  1 comment  ·  Ticket  ·  Admin →
  12. hen my visitors leave offline messages, they will be required to select options like Company and Service. The offline messages will be gener

    when my visitors leave offline messages, they will be required to select options like Company and Service. The offline messages will be generated as tickets. And these information will be displayed when I view tickets.
    And when I export the tickets, I also want to have the options like Company and Service information they select in the offline window.

    1 vote
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  13. Right-Click for Desktop App

    Until two week ago, about May 5, I was able to right click in the Desktop app. Please bring it back in the next update

    1 vote
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  14. English UK Dictionary

    Currently the APP does not seem to allow me to select my preferred dictionary of English UK. I only have English USA option. I can see there is a feature there in the settings to update but for some reason I cannot access my native dictionary.

    It would be good If the option would come available.

    1 vote
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    0 comments  ·  Ticket  ·  Admin →
  15. Filtering operator participated in ticket

    We can filter tickets assigned. But I'd like to see all the tickets where an operator participated, not only those assigned to him.

    1 vote
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    on the backlog  ·  0 comments  ·  Ticket  ·  Admin →
  16. Report of Visitors

    Can you please add a Report that shows Visitor details? In other words, not just data on chats, but data on Visitors. Fields to display in report are Date-Time-IP Address-Location-visits.

    Longer term project is to allow customers to build their own reports. Just expose all available data fields and let customer drag and drop to create reports and save them for future use. We did that with our platform, it's great because it's the last time you need to build a canned report for anyone - they can do it themselves. Here's a short video showing ours: https://youtu.be/sOLntKf2fdk

    1 vote
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    0 comments  ·  Ticket  ·  Admin →
  17. Functional Exit Button

    Call me crazy but when I select the option to Quit a program, it should actually quit. It shouldn't prevent my computer from restarting, it shouldn't sit there staring at me, and I shouldn't have to open Activity Monitor to Force Quit the damn app because you can't hire competent programmers that can't program something as simple at an end function.

    1 vote
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    0 comments  ·  Ticket  ·  Admin →
  18. problem for the new version,we can not edit the ticket to colleague by volume?

    we can not edit the ticket to colleague by volume as before?

    1 vote
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    coming soon  ·  1 comment  ·  Ticket  ·  Admin →
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