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  1. Service Message: Improvements

    I think the service message Improvements so far have been great.

    however, the adding the below

    Under Type: to add Schedule

    1. date and time when to go "Published" or Now

    2. date and time when to go "not-Published" or Never

    This would be great for maintenance or updates messages to remove without a staff member needing to remove it if needed

    8 votes
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      4 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • users/staff login-logout time display

      Track users/staff login-logout time with date.

      5 votes
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        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
      • Watch/Subscribe to tickets

        I'd like to see a watch function. A user adds a ticket to the watchlist and gets all notifications by mail, no matter if the ticket is assigned to him or not.

        Then you could add a ticket that you can't answer to yourself to the watchlist and get the answer of a colleague who then processes the ticket.

        6 votes
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          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • Approval and escalation in helpdesk

          Approval and Ticket level escalation in Mod helpdesk

          4 votes
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            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
          • Please add time to Due Date

            It would be rather useful to add the time the ticket is due and base reminders and overdue on a DATETIME settting that a plain DATE

            5 votes
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              3 comments  ·  Flag idea as inappropriate…  ·  Admin →
            • Add multiple email fetching

              Currently, only one mailbox can be set up for polling via IMAP / POP3. it would be great if several mailboxes were possible to generate the tickets in different categories.

              mailbox 1 -> category a
              mailbox 2 -> category b
              etc.

              that would be particularly useful for the planned SLA plans.

              2 votes
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                0 comments  ·  Flag idea as inappropriate…  ·  Admin →
              • Assign to multiple users

                When a ticket is assigned to one person

                1. That person can alo assign to an extra person?
                2. Everybody can assign to all users?

                1. Once a ticket comes in it is unassigned.
                2. It will be assigned to an employee or more employees
                3. What will be the procedure. Normally it went a certain procedure

                Example: Dick becomes a ticket as a webmaster. The facility is asking to place some text. It turns out that he needs a real picture which the photographer should take.

                -> I think he now assigns th eticket to the photographer and asks…

                8 votes
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                  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                • recycle bin for tickets

                  Please add a recycle bin to tickets.
                  So , the the deleted tickets by mistake can be recovered...
                  Thanks a lot
                  Panagiotis

                  7 votes
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                    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                  • remove the limit on attachments within the admin area

                    The attachment limit seems to apply to staff as well. Occasionally we may need to send 3 or 4 attachments to a customer but we cant because we've set the limit to 2 for customers to send in with. We then have to change to 4, send the message then change back to 2 again. I don't see why there should be a limit for the outbound side of things?

                    4 votes
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                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                    • Dashboard For Helpdesk

                      Dashboard which includes: Total Tickets, Total Users, Total Admin
                      ,Ticket Open In %,Ticket Solved in %, Tickets In Progress in %, Tickets Waiting Approval in %, Positive Feedback in %, Negative Feedback in % and can we also provide login for end users also with user registration.

                      1 vote
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                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                      • New ticket notification sent on whats app

                        New ticket send via whats app

                        1 vote
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                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                        • Inventory Manager for admin and staff

                          Inventory Manager helps you and your team to keep track of every server, desktop and laptop in your environment.

                          Provide information such as Brand, Model, Serial, Owner, OS, Purchased date, Warranty End date, IP-addresses and much more to have full control over your hardware and licenses.

                          9 votes
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                            under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                          • Mass-Reply

                            It would be cool to add an option which allows you to answer multiple tickets at the same time (with the same text). In case of a technical malfunction we receive a lot of tickets and all customer ask why it doesn't work.

                            I would imagin to select the tickets I want to answer at once using the checkboxes, select Mass-Reply from the menu and press execute. A text editor windows pops up and I can answer all selected tickets at once.

                            2 votes
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                              0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                            • User registration

                              Add user registration, so clients can use email address or username and password and keep track of their current and existing tickets

                              15 votes
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                                under review  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                              • More than one owner

                                Option to have more than one owner for the tickets.

                                8 votes
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                                  4 comments  ·  Flag idea as inappropriate…  ·  Admin →

                                  Based on your comment, would something like the ability to “subscribe” to a ticket be sufficient? Subscribing would allow users to receive notifications regarding the tickets they are subscribed to.

                                • Ticket notes

                                  When I write a note and want somebody of the team to be informed about it (email notification) I have to assign the ticket to that person first.
                                  I would be so good to have an option in the notes to say which admins should be notified. Only one or even more. So you would be able to select those admins first before you submit. You would not have to assign the ticket to an admin first before submitting the note.

                                  10 votes
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                                    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Add a new template for when the ticket is being created within the system

                                    If a customer sends an email in, we reply back with a ticket thanking them for logging a ticket but we dont reproduce the message that they sent in that first email because people could then spam the system.

                                    However, If we raise a new ticket within the system as a result of a phone call, sending an email thanking the user for logging a ticket when we did it, is wrong but also we need to send the message to them because they didnt instigate the ticket. We'd like a new template that can send the first notification to…

                                    2 votes
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                                      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Webhook for new tickets

                                      Like de e-mail notification to the staff, add the option to call a webhook (simple URL, auth URL, etc) when a new ticket is submitted.

                                      This would be nice to show a notification on staff dashboard every time a new ticket is open and doing this the staff team does not need to check own e-mail, only to open the ticket

                                      5 votes
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                                        under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Mobile Application

                                        As a user, I can use a dedicated iOS / Android application to create and respond to tickets

                                        21 votes
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                                          2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                        • LDAP Integration

                                          LDAP authentication to allow linking HESK with LDAP/Active Directory.

                                          It would be useful to link administrator logins to active directory to allow needing to only manage one account.

                                          It would also be useful when creating tickets on behlf of clients if HESK could auto-complete email/name fields with data found in Active Directory.

                                          7 votes
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                                            planned  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
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