Thanks for your feedback.
Currently, we’re working on a whole new product - HelpDesk. It will have all the bells and whistles specific to ticketing systems including some of your suggestions and ideas. Don’t hesitate to drop more. It will arrive very soon so stay tuned! Would you like me to add you to a mailing list to keep you posted? Or you can do it yourself here www.helpdesk.com
Regarding the Tickets section in LiveChat. Our plan is to develop and improve it as a solid backup to our main features such as Chats. Currently, we focused on a visual redesign and making the section consistent with the rest of the app addressing some main gripes and downfalls.
You’ve mentioned canned responses. They are available right now while creating new tickets as wells as in the ticket view in the text area:
Also, there’s an option to re-assign tickets to other Groups and Agents (both in the Tickets list and the Ticket view):
Marking tickets as Spam and assigning tickets to specific Agents/Groups are also available:
Please let me know if you have any difficulties, I’ll guide you through it or contact our Support Team