Pipe in what people are saying about us on Twitter in the Admin Console - and allow us to turn them into proper messages

A user can contact us but how can a user see which of his messages are open, or what the status is of his submitted topics is?

We would like to see customer response, but don't want to get entirely new topics. Can you please make it possible for users to comment on topics we create/import, but without letting them add new ones?

Within Setting/tickets/RULES, you can set auto-reply based on certain rules.
There should be a way to enter HTML so the e-mails can be A. Branded B. Have LINKs embedded into text.
For e.g. to avoid ugly links like : Click here to track a package http://www.xyz.com/track-a-package/
and replace ugly links with as a link in itself.

Have the share button point to the URL. Basically so facebook users can post their content to their own facebook wall.

There are occasional needs to print tickets. The current frames format make printing just the contents of the ticket difficult. I would recommend that you add a "Printer Friendly" option to the pull down menu associated with each ticket. When selecting this option, a new window would open with the ticket in a printer friendly format.

Sometimes one of the admins might forget to reply to a raised ticket. It would be very helpful to be able to send the assignee a reminder about the ticket.

Sometimes people send multiple tickets saying the same thing

Notes:
* Probably only works if the creators of each ticket are watchers/CC's in the other ticket
* Messages are combined and sorted chronologically
* Tags are combined
** Namespaced tags are kept for the "winning" ticket
* The creator of the "winning" ticket is used, other CC's/watchers are combined
* Assignee, priority, status, etc., are kept for the "winning" ticket.

When you reply to a ticket, your replie name is always "Support Request". You should be able to change this to something more personal to your company e.g. Your Company Support

Instead of having to click on each ticket to see who has been assigned a ticket... I wish there was a one page view to see who has currently been assigned a ticket at a glance.

At the graduate school we have a team of three people doing triage on new tickets. They either answer or assign them to a specialist. One of the three acts as team lead and assigns one-third of the tickets to each of her teammates. During the height of application season this could be a few hundred tickets every morning. All of this work could be avoided if a rule could be created to assign the tickets round-robin to these team members as they are received.

Sometimes a user pulls out the part of the email we parse to thread messages, and their reply comes in as a separate thread. Or they just send responses as new emails. Having the ability to merge two threads from the same user would be ideal.

When setting up a rule for incoming tickets, I'd like to be able to filter these based on what address the original email was sent to.

We have

tickets@mydomain.com and support@mydomain.com both forwarding to tickets@mydomain.ZenRep.com

I'd like to assign tickets based on the incoming address.

it would be great if we can have a sreen with the Contact Us option alone. Some users get confused and try to get support through the ideas forum instead of opening a ticket.

When a ticket comes in, I have to manually hit the refresh button or navigate to a category (Everyone else, Unassigned, etc), in order for the list of tickets in the middle column to update.

This wouldn't be too big of a deal, but the interface (which is nice), makes you feel like an email client, which updates itself as time goes on.

I would love to see the Admin Console support automatic updating/refreshing of the ticket queues.

As a manager, I need to keep an overview of how we are processing tickets. Right now, there is no setting for me to get a notification when a ticket is closed, meaning I have to log in to ZenRep to check if people are doing their jobs. Adding answers/closed notifications to the daily digest would suffice too I guess.

I'd like to have a setting so that I can choose NOT to have tickets I respond to by email be closed automatically. Often I like to reply quickly to acknowledge receipt of the issue - and then follow up later with resolution - but that requires finding and reopening the ticket.

I migrated from tenderapp, and they gave me a folder structure of .JSON tickets. I would really like to import these into tenderapp somehow, so I can keep the history of our support.

I think this should be implemented for other services as well, zendesk, tenderapp, etc