We would like to disable the notification for the customer when his Ticket is created and instead send him a Mail when his Ticket has been assigned to a Technician.
It would be perfect when the mail would contain the Name of the assigned Technician and the User would be able to see who is his assigned Technician in Helpdesk View, just like the last Editor Field.

When creating a Knowledgebase Article from a ticket, attachements of the ticket are lost. Would be perfect to choose which one to take over into the article from the original ticket.

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

I love the time tracking.
Would be nice to have

- start and stop timer and not based on browser session. So if the browser closed the time isnt lost

- log times as notes. So the client can see the spent time in detail

sms intergation emergeny

Track users/staff login-logout time with date.

This can be used to display outstanding tickets, average time to respond, new tickets in queue, agents online etc

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.

Fill automatically 2 fields (or one field) with browser name and browser version.

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.

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

Approval and Ticket level escalation in Mod helpdesk

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

It would be nice to have different types of tickets (like Task or Change, etc.) each one with its own custom fields (like Approved, etc.) and the option to Add/Remove/Edit current Types and their fields.

I'm aware there is already a request for Tasks, but this is that and more.

Thanks.

Allow users to group tickets by a primary field like Owner and then group by one other option like Status. So in this example you would see all of the tickets for a each user and those tickets then grouped by their status

In the Show Tickets area allow tickets to be grouped by Status

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?

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.