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3
Round robin assignment depending on availability status
Hello, it would be good to have the round robin rule have an option of giving priority to an agent who is online before assigning. This is to cater for teams that work in shifts.…
- Baker Ayekundira
- Ayekundira_Baker
- 10 mths ago
- 4 replies
- 56
- 3
- Charlotte Beenen2 days ago
- Ideas
- Completed
- Completed
12
Quick replies that can be used across ALL TYPES
Our queries come in from different channels (ie. email and live chat) but the quick replies we want to use are always the same. So we have to create multiple quick replies with the same response so…
- Mark Walls
- Mark_Walls
- 2 yrs ago
- 8 replies
- 137
- 12
- Daniela Backman1 mth ago
- Ideas
- Completed
- Completed
3
hyperlink to their profile (instagram, facebook, twitter)
When connected the social media channels, we dont have the hyperlink to the user profile, only appears the name (not the username) so its hard to find the user the solution for now is,…
- comunicacion
- comunicacion
- 5 mths ago
- 3 replies
- 40
- 3
- Daniela Backman1 mth ago
- Ideas
- Completed
- Completed
2
CSAT toevoegen aan de chat
Omdat onze klanten veelvuldig gebruik maken van de live chat en altijd daarbij hun e-mailadres moeten invullen, willen we hen ook de CSAT sturen na een chatgesprek.
- Paul Bergsma
- Paul_Bergsma
- 6 mths ago
- 6 replies
- 41
- 2
- Daniela Backman3 mths ago
- Ideas
- Completed
- Completed
22
Customers' chats/tickets rating and collecting a feedback
Would be great to collect information about the level of customers' experience. - Rate after the website chat is ended (may be implemented by thumb up and thumb down buttons,…
- Alena
- Customer support Team Leader
- Alena
- 2 yrs ago
- 22 replies
- 331
- 22
- Tamara BernerModerator3 mths ago
- Ideas
- Completed
- Completed
1
Drop down menu in Custom Fields
It would be nice if Custom fields can be dropdown menu's instead of text fields.
- Christa van Dijke
- Christa_van_Dijke
- 1 yr ago
- 4 replies
- 22
- 1
- Daniela Backman3 mths ago
- Ideas
- Completed
- Completed
24
Inserting quick reply where the cursor is
Is it possible that standard texts can be added after a self-typed sentence? Currently the quick reply is always pasted for your own text. In short: we would like to insert the quick reply where the…
- Hogeschool Windesheim
- Hogeschool_Windesheim
- 3 yrs ago
- 26 replies
- 173
- 24
- W B3 mths ago
- Ideas
- Completed
- Completed
1
Help Center API
It would be nice to have some Help Center endpoints in the Trengo API.
- Sander Terpstra
- Sander_Terpstra
- 2 yrs ago
- 11 replies
- 139
- 1
- Eduard3 mths ago
- Ideas
- Completed
- Completed
1
PowerBI - Streaminggegevensset
I would like to link Trengo data in real time to other internal data to create a team dashboard. For this it would be great to be able to get a PowerBI push link via Trengo,…
- Nick van Daelen
- CS Manager
- Nick_van_Daelen
- 4 mths ago
- 3 replies
- 50
- 1
- Daniela Backman3 mths ago
- Ideas
- Completed
- Completed
1
Move articles to new help center
I'd like to move some articles to an other internally help center. Right now, it is not possible and I have to copy/paste everything...
- Paul Bergsma
- Paul_Bergsma
- 1 yr ago
- 3 replies
- 20
- 1
- Charlotte Beenen3 mths ago
- Ideas
- Completed
- Completed
0
Value of 'Location Finder' saved in Custom Field
Hi, I've already discussed this with Malik from support. We want to use the 'Location Finder' in our WhatsApp and WebChat Flowbot. On it's own it is doing excactly what we want it to do and based on…
- Tjerk Voortman
- Tjerk_Voortman
- 4 mths ago
- 2 replies
- 10
- Tamara BernerModerator4 mths ago
- Ideas
- Completed
- Completed
3
Only show custom fields if they are relevant for the team
All custom fields are currently organization-wide created and visible, while not every field is relevant for every team. It would be nice if custom fields can be connected to teams,…
- Christa van Dijke
- Christa_van_Dijke
- 1 yr ago
- 2 replies
- 17
- 3
- Charlotte Beenen5 mths ago
- Ideas
- Completed
- Completed
0
Contact Custom feild for Channel only
Contact custom feild or other customer fields should have option to assign to the channel, so those customer feild will apper for that channel only.
- Imran tariq
- Imran_tariq
- 6 mths ago
- 3 replies
- 10
- Imran tariq5 mths ago
- Ideas
- Completed
- Completed
8
Real time dashboard
I would like to add the idea for a real-time dashboard in Trengo. Information we would like to monitor is: - Number of open tickets - Number of closed tickets of that day (in total but also per…
- Sanne de Ruiter
- Sanne_de_Ruiter
- 1 yr ago
- 4 replies
- 138
- 8
- Daniela Backman5 mths ago
- Ideas
- Completed
- Completed
1
Improved Gmail integration
Have a better sync with Gmail to pull in all previous emails and better sync emails and functions (delete, archive etc). Also better management of aliases in gmail so that if an alias is forwarded…
- Stephen King
- Stephen_King
- 1 yr ago
- 2 replies
- 48
- 1
- Daniela Backman5 mths ago
- Ideas
- Completed
- Completed
2
Whatsapp buttons
It would be great to have buttons in de WhatsApp Flowbot, this will improve our customer's experience.
- Bram van Buul
- Portal and webspecialist
- Bram_van_Buul
- 1 yr ago
- 7 replies
- 85
- 2
- Robin Chan7 mths ago
- Ideas
- Completed
- Completed
6
Internal Phone Calls
I'd like to have the ability to make internal phone calls in Trengo
- Ellemiek
- Ellemiek
- 3 yrs ago
- 2 replies
- 150
- 6
- Charlotte Beenen7 mths ago
- Ideas
- Completed
- Completed
15
Google Analytics Integration
Hi Trengo Community, It would be really nice to have some (basic) Google Analytics Integration. It could look like this: we supply a Google Analytics Account Number (UA- xxxxxxx... .…
- Mark Tijssen
- Mark_Tijssen
- 3 yrs ago
- 19 replies
- 315
- 15
- Sebastiaan Brouwers9 mths ago
- Ideas
- Completed
- Completed
5
Add Instagram Direct Messaging to channels?
I believe it would be a major addition if Instagram Direct Messaging was added to the possible channels! Customer support is already 95%, but with that in your portfolio,…
- Joris O
- joris_o
- 2 yrs ago
- 9 replies
- 118
- 5
- Ahmed Shoulkami11 mths ago
- Ideas
- Completed
- Completed
5
Being able to export/import articles in the Help Centre
I have a Help Center with several articles, in Dutch. I now want to translate the articles, for which I need to send them to a translation company. At this moment I have to copy/paste all articles…
- Juliën Schoonbrood
- Julien_Schoonbrood
- 1 yr ago
- 6 replies
- 61
- 5
- Charlotte Beenen1 yr ago
- Ideas
- Completed
- Completed
1
Automatic text replacement
Trengo, Could you add the following in the App for Mac: For example, if you type "tpl", it will automatically be replaced with "ThePhoneLab". This is already possible in the web browser,…
- Jan Schipper
- Jan_Schipper
- 1 yr ago
- 1 reply
- 33
- 1
- Charlotte Beenen1 yr ago
- Ideas
- Completed
- Completed
2
Report - Outbound emails
If possible, please add a number of outbound emails per agent in the report section.
- Zoran Vignjevic
- Zoran_Vignjevic
- 1 yr ago
- 1 reply
- 20
- 2
- Charlotte Beenen1 yr ago
- Ideas
- Completed
- Completed
2
Two-factor authentication
For client safety, we would like to be able to use two-factor authentication to login.
- Willemijn vk
- Willemijn_van_K
- 1 yr ago
- 3 replies
- 38
- 2
- Willemijn vk1 yr ago
- Ideas
- Completed
- Completed
0
Average numbers: First Response time/Close ticket time
It would be amazing if the Statistics tool would provide some more in-depth reporting features. Now it is too time-consuming to calculate AVG First Response time or Time of tickets closed.…
- Joris O
- joris_o
- 1 yr ago
- 2 replies
- 23
- Charlotte Beenen1 yr ago
- Ideas
- Completed
- Completed
0
Bookmark standard statistics through hashcode in URL
Right now I have to set each time the filters to get the right statistics in Trengo. Maybe create a unique link with an hash code in the url to access directly filter,…
- Loris SCarpa
- Loris_SCarpa
- 1 yr ago
- 2 replies
- 11
- Charlotte Beenen1 yr ago
- Ideas
- Completed
- Completed

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