General
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Hidden Categories
It would be perfect to be able to create a category, which is "hidden"; not visible on the helpdesk. Users could only use this category with the direct link.
2 votes -
Inform the customer when and to whom his ticket has been assigned
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.6 votes -
Beter timer options
I love the time tracking.
Would be nice to havestart 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
5 votes -
Print the Calendar
The calendar is such a useful tool, which we may wish to use instead of other online calendar services, such as Google Calendar and so.
Having a printable version of the calendar is a must when you need to send physical or digital documents to people related to the calendar's events but who would not be able to check it online when outdoors.
Ctrl+P Does print just the visible part of the calendar. A full featured print options screen/page would be great to customize the results of the printed document.
Thank you very much.
3 votes -
Enable Pasting from Clipboard into Attachements
Would be great if it would be possible to paste files and pictures from clipboard into the attachements of a ticket.
4 votes -
Transfer Attachements from Ticket when imported into Knowledgebase
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.
4 votes -
Service Message: Improvements
I think the service message Improvements so far have been great.
however, the adding the below
Under Type: to add Schedule
date and time when to go "Published" or Now
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
12 votes -
Create a wall board
This can be used to display outstanding tickets, average time to respond, new tickets in queue, agents online etc
6 votes -
Email Piping: Improvements
I would love to see HESK have more options / intelligence around how it decides whether to add email received via POP3 or IMAP to an existing ticket or add a new ticket.
Currently, only those emails that have the ticket id in the subject will have the content added to an existing ticket. I would like to enable a setting to allow emails with the same subject as an open ticket to be added to the same ticket (instead of create a new ticket)
These scenario's create new tickets, when it would be better if the email received by…
2 votes -
sms entegre
sms intergation emergeny
1 vote -
Approval and escalation in helpdesk
Approval and Ticket level escalation in Mod helpdesk
8 votes -
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.4 votes -
Add auto web browser name and web browser version
Fill automatically 2 fields (or one field) with browser name and browser version.
2 votes -
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.
4 votes -
users/staff login-logout time display
Track users/staff login-logout time with date.
5 votes -
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.
8 votes -
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
8 votes -
Assign to multiple users
When a ticket is assigned to one person
- That person can alo assign to an extra person?
Everybody can assign to all users?
Once a ticket comes in it is unassigned.
- It will be assigned to an employee or more employees
- 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 for that picture?
The photographer…
11 votes -
Tickets Type
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.
2 votes -
Group by two options
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
2 votes