General

  1. 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.

    1 vote
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  2. 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.

    2 votes
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  3. 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…

    1 vote
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  4. Beter timer options

    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

    3 votes
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  5. 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
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  6. 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.

    4 votes
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  7. sms entegre

    sms intergation emergeny

    1 vote
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  8. Add auto web browser name and web browser version

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

    1 vote
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  9. Create a wall board

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

    2 votes
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  10. 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.

    1 vote
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  11. 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

    1 vote
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  12. Group By Status

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

    1 vote
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  13. 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.

    2 votes
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  14. 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.

    3 votes
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  15. New ticket notification sent on whats app

    New ticket send via whats app

    1 vote
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  16. users/staff login-logout time display

    Track users/staff login-logout time with date.

    5 votes
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  17. 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

    9 votes
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  18. Approval and escalation in helpdesk

    Approval and Ticket level escalation in Mod helpdesk

    6 votes
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  19. 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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  20. 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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