When the ticket responses start to accumulate, scroll to the bottom to see the last response from the customer and reply. But what is the real priority? I think it is just that, to see the last reply and respond to the ticket. I propose that the first thing we have when we open the ticket is the box with to answer and just below the last response from the customer. If we want to see the context of the oldest answers then we can go down in the opposite order to the current one, that is, from the most recent answers to the oldest ones.
CNAME support to allow for use of customer's domain
It will be usefull if customer can track their ticket at their own portal, this gonna be a game changer imagine if we have client that has long project with us, they wanna see their ticket back and forth, for now they need to search in their email inbox, if there is ticketing portal, they just login and see all their previous ticket.
Ability to adjust styling and logo
I'd like to create and organize help docs in DoneDone that are directly integrated with my DoneDone Mailbox so that I can provide support for frequent issues more easily.
Just like email, add a social media inbox for support and customer service. Here is an open-source for a unified social media inbox https://www.chatwoot.com Facebook Twitter Instagram
Sometimes customers accidentally send emails to a team member instead of a DD mailbox. I'd like to be able to forward those emails from a team member's private inbox to a DD mailbox and have DoneDone automatically detect the correct customer.
I'd like to be able to create a sharable view-only link from any conversation so that people outside of DoneDone can easily see the status of a conversation ticket.
Allow us to see when a client has read our email.
It'd like to link individual team members to specific statuses so that when a status is changed, it automatically updates assignee based on the newly selected status.
This is a unique feature, seen nowhere, but i think would be very useful in nearly all customer support use cases. Every client support situation goes into a funnel, so makes sense to have this applied to mailboxes. Besides that, would be a great USP for Donedone also. Win Win situation.
This is a stretch, but hear me out. With the features you have now, inbox functionality and task management it wouldn't be too much to incorporate a lite version of a CRM as well that could be managed as the 3rd leg of the 2 legged stool you have now. A customer list, with a details page with custom fields. Deals are just a variation of projects. Tasks management in the context of customers/account. Tickets/communication are integrated with customer records. With just that set of v1 features, you already out-shine many existing CRMs.
I'd like to have live chat as an advanced option for Mailbox conversations where the customer and outreach user can communicate in real time.
To allow support agents get timely information about the customer they are currently helping. Information such as the orders they have placed, billing address and shipping address. This information may help to solve customer problems faster.
Create a group chat feature inside DoneDone, similar to Skype, Messenger, Whatsapp etc. It'll allow people working on the same project to brainstorm and discuss ideas and notify the group of updates etc. without having to go outside of DoneDone. You already have project task management, shared email inboxes, customer support. Round all that off with a group chat feature.