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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
- 1 yr ago
- 21 replies
- 296
- 22
- Dare Petersen1 mth ago
- Ideas
- Completed
- Completed
22
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
- 2 yrs ago
- 19 replies
- 136
- 22
- Daniela BackmanModerator1 mth ago
- Ideas
- In progress
- In progress
19
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
- 9 mths ago
- 1 reply
- 69
- 19
- Charlotte Beenen8 mths ago
- Ideas
- Planned
- Planned
17
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
- 8 replies
- 174
- 17
- Charlotte Beenen10 mths 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
- 2 yrs ago
- 19 replies
- 293
- 15
- Sebastiaan Brouwers3 mths 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
- 1 yr ago
- 6 replies
- 126
- 12
- Daniela BackmanModerator1 mth ago
- Ideas
- Completed
- Completed
11
Agenda
We really miss the agenda in Trengo mail. Hope this becomes possible soon.
- Iris Lommerde
- Iris_Lommerde
- 2 yrs ago
- 6 replies
- 215
- 11
- Daniela BackmanModerator4 hrs ago
- Ideas
- Planned
- Planned
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
- charlotte_trengo
- 2 yrs ago
- 14 replies
- 93
- 9
- Tim van den Dam4 mths ago
- Ideas
- In review
- In review
9
Send emails at a specific time / date
Send emails at a specific time / date. That you can select in Trengo at what time and date it must be sent. And Trengo it automatically sent on the date/time Best regards, Jordi
- Jordi Elitzer
- Jordi_Elitzer
- 2 yrs ago
- 4 replies
- 45
- 9
- Charlotte Beenen10 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
- 1 yr ago
- 2 replies
- 26
- 9
- Mark Walls1 yr ago
- Ideas
- In review
- In review
9
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
- 4 replies
- 115
- 9
- Liza Wevers2 yrs ago
- Ideas
- Planned
- Planned
7
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
- 8 mths ago
- 4 replies
- 106
- 7
- Daniela BackmanModerator4 hrs 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
- 1 yr ago
- 6 replies
- 86
- 7
- Charlotte Beenen10 mths 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
- 89
- 7
- Charlotte Beenen1 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
- 2 yrs ago
- 2 replies
- 140
- 6
- Charlotte Beenen1 mth 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
- 1 yr ago
- 6 replies
- 31
- 6
- Charlotte Beenen1 yr ago
- Ideas
- Not planned
- Not planned
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
- 108
- 5
- Ahmed Shoulkami5 mths ago
- Ideas
- In review
- In review
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
- 10 mths ago
- 6 replies
- 55
- 5
- Charlotte Beenen6 mths 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
- 2 yrs ago
- 3 replies
- 105
- 5
- Alvertos Iskinatzis8 mths 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
- 1 yr ago
- 4 replies
- 54
- 5
- Stephen King11 mths ago
- Ideas
- In review
- In review
5
Telephone Pop-up Screen
Within most Voip solutions it is possible to answer phone calls from within a pop-up. This will open the Voip system. It would be great if this can be done from within the Trengo pop-up as well.
- Marieke van Pinxteren
- Marieke_van_Pinxteren
- 1 yr ago
- 2 replies
- 30
- 5
- Charlotte Beenen1 yr ago
- Ideas
- Not planned
- Not planned
5
Know if chat message has been read
Seeing if the user has viewed a message you've sent helps know how and when best to respond/Close a ticket
- Mark Walls
- Mark_Walls
- 1 yr ago
- 3 replies
- 42
- 5
- Charlotte Beenen1 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
- 8 replies
- 64
- 5
- Charlotte Beenen1 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
- 56
- 5
- Charlotte Beenen1 yr 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
- 1 yr ago
- 3 replies
- 30
- 5
- Charlotte Beenen1 yr ago
- Ideas
- Not planned
- Not planned

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Share your wishes and vote for the best ideas.

Ideas

Customers' chats/tickets rating and collecting a feedback

Inserting quick reply where the cursor is

See the actual handled tickets rather than tickets that were created on a day

Implement keyboard shortcuts

Google Analytics Integration

Quick replies that can be used across ALL TYPES

Agenda

More variety in accessibility for Users

Send emails at a specific time / date

Easily add help articles to a chat or email

Send and await a third party reaction

Real time dashboard

NPS score & statistics

Rules based on outbound messages

Internal Phone Calls

Bulk labeling

Add Instagram Direct Messaging to channels?

Being able to export/import articles in the Help Centre

extra info in offline chat form

Select more data in the Zapier tool

Telephone Pop-up Screen

Know if chat message has been read

Office hours email , push notifications

Send email notification to colleague when he/she is mentioned while being offline.

Sending tickets to a contactgroup

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