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  1. 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.

    9 votes
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    • 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.

      2 votes
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      • 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…

        5 votes
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        • 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.

          1 vote
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          • add time_worked for every reply

            several agents work on one ticket and have to be billed according to their respective time share

            1 vote
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            • Allow the api to determine whether to send an email to the customer or not.

              The code is already in place but at the moment you are hard coding to true rather than allowing it to be set by the incoming json data

              We've created an email screen within our site which uses the api to log the ticket and then we send an email from our site with some additional details direct to the user but the ticket is logged in Hesk via the API so that they can respond but we had to tweak the api code to allow us to tell the system not to send the customer email otherwise they'd get…

              2 votes
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              • 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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                • Enable Tickets from Helpdesk to be FORWARDED by email

                  Sometimes our team has to forward requests to the management team at our ISP.....is it easy to mod for this

                  4 votes
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                    1 comment  ·  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

                    3 votes
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                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                    • Restrict users to specific email domain

                      One thing I would like to be able to do is to limit users to email addresses within my email domain. For example:

                      if the email address does not end with "@mycompany.com" the user gets a warning message and either has to enter an "@mycompany.com" address. it colud be an options in admin settings. so admin can have a options to do that.

                      It could be a setup in settings so users can choose if that skould be active or not.

                      2 votes
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                      • Multiple email address for notifications to client

                        Could you allow for multiple email address to be entered in when clients create help desk tickets. Many times not just one person is responsible for resolving issues with our software. Often times it is a team of technical support people on the client side who are responsible for fixing/tracking the problem.

                        Thank you in advance.

                        5 votes
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                          2 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.

                          6 votes
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                            under review  ·  0 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?

                            1 vote
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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

                              1 vote
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                              • Option to repeat in calendar

                                Hello Mike,

                                It would be nice if Mods for HESK's calendar had the option of making events repeat to remind users things they have to do in a regular basis, like backups so users don't forget about them.

                                Thanks.

                                3 votes
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                                • Customization page

                                  Create custom pages in the admin panel that appears on the customer page. picture-example on what i mean here: https://imgur.com/a/ZxHtDVx

                                  1 vote
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                                  • Automations

                                    Hello,

                                    I already have a monitoring system in place that sends an email to the email HESK is checking and creates a ticket, now I would like HESK to create an automation (either on its own or using a third party, like Jenkins) for tickets with specific subjects or content that it has stored to fix the problem, for example: an Alert came from the monitoring system to HESK stating a hard drive is almost full, HESK checks it's automation database to see if it has something to fix that and runs it (HESK must have the database, but the…

                                    1 vote
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                                    • Checklist in MFH

                                      Create checklists for cases, the items can then be checked by the manager.

                                      4 votes
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                                        under review  ·  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

                                        4 votes
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                                          under review  ·  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

                                          13 votes
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                                            under review  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
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