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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 B
3 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 Berner
Moderator
3 mths ago
Ideas
Completed
Completed
20
See the actual handled tickets rather than tickets that were created on a day
At this moment we see the handled tickets that we created on a day. So for instance if I want to check how many chats "Harry" did on 14-2-2021 it will show how many tickets he did that were from…
Tim van den Dam
Tim_van_den_Dam
1 yr ago
1
reply
84
20
Charlotte Beenen
1 yr ago
Ideas
Planned
Planned
19
Implement keyboard shortcuts
In several email clients I'm used to use keyboard shortcuts, currently those are missing in Trengo. For example: CTRL-Enter to send an email or post an update.…
Tim Struijs
Tim_Struijs
2 yrs ago
10
replies
233
19
Charlotte Beenen
5 days ago
Ideas
In progress
In progress
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 Brouwers
9 mths ago
Ideas
Completed
Completed
14
Agenda
We really miss the agenda in Trengo mail. Hope this becomes possible soon.
Iris Lommerde
Iris_Lommerde
2 yrs ago
11
replies
270
14
Daniela Backman
3 mths ago
Ideas
Planned
Planned
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 Backman
1 mth ago
Ideas
Completed
Completed
10
Send and await a third party reaction
Next to the "Send and close"-feature it would be desirable to have a feature to add "Send and await third party reaction". This can be used when you forward an email for example.…
Liza Wevers
Liza_Wevers
2 yrs ago
6
replies
131
10
Daniela Backman
3 mths ago
Ideas
In review
In review
9
More variety in accessibility for Users
We have had a few requests in which the need to assign specific rights to specific users. This way for example people can address the settings of certain channels,…
Charlotte Beenen
Product Support Specialist
charlotte_trengo
2 yrs ago
14
replies
106
9
Tim van den Dam
10 mths ago
Ideas
In review
In review
9
Easily add help articles to a chat or email
In a lot of responses we refer to a Trento help article. Having the ability to quickly search and add an article from within the chat or email response would save a lot of time.…
Mark Walls
Mark_Walls
2 yrs ago
2
replies
36
9
Mark Walls
2 yrs ago
Ideas
In review
In review
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 Backman
5 mths ago
Ideas
Completed
Completed
7
NPS score & statistics
Allow customers to rate a user by NPS / CSAT in the email.
Nick van Daelen
CS Manager
Nick_van_Daelen
2 yrs ago
6
replies
99
7
Charlotte Beenen
1 yr ago
Ideas
Completed
Completed
7
Rules based on outbound messages
We would like to be able to create rules based on outbound messages (currently rules are only available for inbound messages). For example: being able to label automatically if our message to the…
Hogeschool Windesheim
Hogeschool_Windesheim
2 yrs ago
9
replies
99
7
Charlotte Beenen
1 yr 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 Beenen
7 mths ago
Ideas
Completed
Completed
6
Bulk labeling
In our configuration it is mandatory that a ticket is labeled and without label the ticket can not be closed. It is possible to assign ticket in bulk and to close tickets in bulk.…
Niels
Niels
2 yrs ago
6
replies
38
6
Charlotte Beenen
1 yr ago
Ideas
Not planned
Not planned
5
Office hours email , push notifications
Would be nice if you can set office hours per User. Just like the chat. For example, in the weekend I don't want to receive notifications on my phone using the App.
Bram Bruning
Bram_Bruning
2 yrs ago
10
replies
74
5
Daniela Backman
1 mth ago
Ideas
In review
In review
5
Send later function
It would be awesome if there was a button to send an e-mail later. Now you can press "Send" to send your message, but what if you can press "Send later" en enter a date / time when the message…
Eduard
Eduard_Wustenveld
1 yr ago
13
replies
66
5
Charlotte Beenen
5 mths ago
Ideas
In review
In review
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 Shoulkami
11 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 Beenen
1 yr ago
Ideas
Completed
Completed
5
extra info in offline chat form
When a customer contacts us using the "offline chat window" they often ask something about the product they are visiting at that moment. With Trengo we don't know at the moment which product the…
Dennis Wilms
Dennis_Wilms
3 yrs ago
3
replies
116
5
Alvertos Iskinatzis
1 yr ago
Ideas
Planned
Planned
5
Select more data in the Zapier tool
At the moment the following fields are available in the Zapier tool: type message_id ticket_id message contact_id contact_name contact_email I would like to show the Trengo data in a Geckoboard…
Joost
Joost
2 yrs ago
4
replies
60
5
Stephen King
1 yr ago
Ideas
In review
In review
5
Send email notification to colleague when he/she is mentioned while being offline.
It would be a nice feature to mail a colleague a notification when he/she is mentioned somewhere while being offline. The user should be able to enable / disable this option.
Tim Struijs
Tim_Struijs
2 yrs ago
5
replies
58
5
Charlotte Beenen
2 yrs ago
Ideas
Not planned
Not planned
5
Sending tickets to a contactgroup
We can create a contact group but can not send a email/ticket to them. would be great to be able to send the whole group a email/ticket and additionally be able to select if we want al of them in…
Niels
Niels
2 yrs ago
3
replies
37
5
Charlotte Beenen
2 yrs ago
Ideas
Not planned
Not planned
4
Customer portal with support tickets
There are a few things missing, I've sent it by e-mail but you told me to post it here. So here goes. What I'm missing is a possibility for my customers to login to a customer portal.…
Eduard
Eduard_Wustenveld
2 yrs ago
5
replies
64
4
Paul Bergsma
10 mths ago
Ideas
Not planned
Not planned
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
58
3
Charlotte Beenen
3 days ago
Ideas
Completed
Completed
1
2
3
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