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  1. 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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  2. Create a wall board

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

    1 vote
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  3. 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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  4. 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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  5. Group By Status

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

    1 vote
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  6. 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.

    1 vote
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  7. 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.

    2 votes
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  8. New ticket notification sent on whats app

    New ticket send via whats app

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

    Track users/staff login-logout time with date.

    5 votes
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  10. 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

    8 votes
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  11. Approval and escalation in helpdesk

    Approval and Ticket level escalation in Mod helpdesk

    4 votes
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  12. 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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  13. 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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  14. 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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  15. 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?

    4 votes
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  16. 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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  17. 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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  18. 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

    5 votes
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  19. 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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  20. 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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