General

  1. 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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  2. 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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  3. 1 vote
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  4. Tasks and tickets

    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.

    5 votes
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  5. Log JavaScript errors with JSNLog (PHP port)

    Using the PHP port of JSNLog, logs all javascripts client-side errors to the application log

    The lib can be found here: https://github.com/pnellesen/JSPHPLog

    1 vote
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  6. Ticket notes

    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.

    11 votes
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  7. Due date category color changes automatically

    I would like to be able to create a category/facility color (for example, blue), but I also would like to be able to select a different color for when that category is "overdue" (for example, red).

    So, I would make all "Tickets" blue, so when they appear on the calendar as a due date they are a normal blue. But when they go overdue, I would like them to turn red. Just as the icon changes when it goes overdue, i would like the color to change with the icon.

    6 votes
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  8. More than one owner

    Option to have more than one owner for the tickets.

    10 votes
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    Based on your comment, would something like the ability to “subscribe” to a ticket be sufficient? Subscribing would allow users to receive notifications regarding the tickets they are subscribed to.

  9. User feedback

    Feedbacks are collected through special emails sent out to user with a like and a dislike button. These buttons link to a feedback form which the users can use to provided their detailed feedback.

    3 votes
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  10. Increase priority according to time

    Increase priority according to time, if a ticket is open for more than a week for example, increase automatically priority from low to medium, and if it gets opened one week more, to high, etc.

    7 votes
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  11. User registration

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

    21 votes
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    under review  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  12. Download all attachments, one click

    Please, if it is possimple, add an option to download all attachments with on click

    4 votes
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  13. Show by date and by owner

    Please add a date filter to tickets list
    example use
    View all tickets at any status updated today
    And an owner filter

    4 votes
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  14. Custom reports

    It would be great the possibility of customize reports adding support for the new custom fields added to the form or adding the time between creating a new ticket and closing it.

    2 votes
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  15. Attachments for Canned Responses

    It would be great to have attachments for the canned responses. So we could attach our terms and conditions or contracts as pdf document attachments.

    5 votes
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  16. Mobile Application

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

    26 votes
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  17. Can not send ticket .. days prior

    Be able to set a certain amount of days that you are not allowed to send a ticket. This would come with the categories. So some categories do not accept tickets prior to a certain amount of days

    3 votes
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  18. modify the rich text editor to allow image attachments.

    The current editor requires you to upload the image separately, then link to it. Since Hesk already allows attachments on posts, having a way to link to those images in the text editor would be nice. Even better, would be to add a browse and upload function in the image portion of the editor.

    6 votes
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  19. LDAP Integration

    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.

    7 votes
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    planned  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  20. Support for real multilanguage support on categories and user permissions

    Allow in the "Edit Category" different category names for each installed language.
    In addition, it would be very helpfull if you can give different permission configurations to the staff accounts for ticket categories in the different installation languages.

    4 votes
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