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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 B3 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
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 Beenen1 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 Beenen5 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 Brouwers9 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 Backman3 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 Backman1 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 Backman3 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 Dam10 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 Walls2 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 Backman5 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 Beenen1 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 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
- 3 yrs ago
- 2 replies
- 150
- 6
- Charlotte Beenen7 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 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
- 10 replies
- 74
- 5
- Daniela Backman1 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 Beenen5 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 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
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 Iskinatzis1 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 King1 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 Beenen2 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 Beenen2 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 Bergsma10 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 Beenen3 days ago
- Ideas
- Completed
- Completed

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Share your wishes and vote for the best ideas.

Ideas

Inserting quick reply where the cursor is

Customers' chats/tickets rating and collecting a feedback

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

Implement keyboard shortcuts

Google Analytics Integration

Agenda

Quick replies that can be used across ALL TYPES

Send and await a third party reaction

More variety in accessibility for Users

Easily add help articles to a chat or email

Real time dashboard

NPS score & statistics

Rules based on outbound messages

Internal Phone Calls

Bulk labeling

Office hours email , push notifications

Send later function

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

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

Sending tickets to a contactgroup

Customer portal with support tickets

Round robin assignment depending on availability status

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