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

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.

New ticket send via whats app

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

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.

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

Option to have more than one owner for the tickets.

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.

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

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

Developing a task feature for the ticket system. This feature would be used by the Staff only. They can create "tasks" for themselves not just tickets. (Sort of the same as in the calendar where you can also create events. But the tasks will also show where the tickets are shown (Home/Ticket overview page) but then there is a feature to just show tasks, just show tickets or both.

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.

TinyMCE (at least the version and theme included) looks terrible in the otherwise modern design. Summernote (http://summernote.org/) is a drop-in replacement that looks a lot sexier, and is designed for use in Bootstrap sites.

Compatibility knowledgebase articles rss feed sharing.
Even more useful might be choosing which categories or articles share.