General

  1. 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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  2. 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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  3. 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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  4. 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

    6 votes
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  5. 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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  6. 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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  7. Assign to multiple users

    When a ticket is assigned to one person

    1. That person can alo assign to an extra person?
    2. Everybody can assign to all users?

    1. Once a ticket comes in it is unassigned.
    2. It will be assigned to an employee or more employees
    3. 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…

    8 votes
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  8. Automations

    Hello,

    I already have a monitoring system in place that sends an email to the email HESK is checking and creates a ticket, now I would like HESK to create an automation (either on its own or using a third party, like Jenkins) for tickets with specific subjects or content that it has stored to fix the problem, for example: an Alert came from the monitoring system to HESK stating a hard drive is almost full, HESK checks it's automation database to see if it has something to fix that and runs it (HESK must have the database, but the…

    2 votes
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  9. recycle bin for tickets

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

    7 votes
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  10. Save calendar categories visibility

    I'm as admin can see all categories. But allways need just 1. I'm deselect all, stay 1, update page, and need again deselect categories.

    Propose to add checkbox to save selected categories, as on ticket page.

    1 vote
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  11. Enable Tickets from Helpdesk to be FORWARDED by email

    Sometimes our team has to forward requests to the management team at our ISP.....is it easy to mod for this

    4 votes
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  12. 1 vote
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  13. Option to repeat in calendar

    Hello Mike,

    It would be nice if Mods for HESK's calendar had the option of making events repeat to remind users things they have to do in a regular basis, like backups so users don't forget about them.

    Thanks.

    3 votes
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  14. Inventory Manager for admin and staff

    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.

    10 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  15. 1 vote
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  16. Multiple email address for notifications to client

    Could you allow for multiple email address to be entered in when clients create help desk tickets. Many times not just one person is responsible for resolving issues with our software. Often times it is a team of technical support people on the client side who are responsible for fixing/tracking the problem.

    Thank you in advance.

    5 votes
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  17. Checklist in MFH

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

    5 votes
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  18. Webhook for new 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

    6 votes
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  19. Localized options for custom fields (checkbox, radio button etc.)

    Checkbox and radio button options cannot be localized. That should be changed as everything else can be localized...

    1 vote
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  20. insert a note or reply to a note for a staff member with low privilege

    It would be interesting if among the permits one could introduce the possibility, for a staff member with low privileges, to insert a note or reply to a note but not to the ticket messages. In some cases it is necessary to inhibit the response to the members of staff that is given only by members of staff with higher privileges. Hesk allows you to set the premises allowing only viewing the ticket but so also prevents you from entering or replying to a note (except to allow the elimination of all the notes from the tickets that also allows…

    1 vote
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