General

  1. Validate submitter's email address

    A client had submitted a ticket with malformed email address (xx.yy@domain) with no country code. IMO system should validate email addresses before submission.

    2 votes
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  2. Feed RSS

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

    1 vote
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  3. Support Bootswatch themes

    I manually swapped out css/bootstrap.css with Bootswatch Paper (to match the theme of the software I'm supporting with Hesk) and replaced bootstrap-theme.css with an empty file. It looks great, but a dropdown theme option would be awesome.

    Here's a link to my themed Hesk: https://support.netsyms.com

    6 votes
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  4. Use Summernote instead of TinyMCE

    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.

    6 votes
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  5. Force login to submit tickets

    In some situations there might be a need for the clients to register or login to the hesk as a "Staff" to gain access to submit and review tickets. Instead of just requiering an email and submit a a ticket form. I know this can be managed to some extent with email and ip banning but the have the end user request access to submit a ticket would be beneficial in reporting and managing request. Also I think some SLA stuff can be configured once the user/client is a member/subscription to the help desk service. At minimum an option to…

    3 votes
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  6. Search tickets by owner

    Below or nect ticket owner , a drop down list with tickets owners.
    Selecting an owner , diplays tickets only for this owner

    7 votes
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  7. 7 votes
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  8. disable all function when ticket resolved / closed

    Disabled all function when ticket resolved / closed and add features another cc email for staff.
    So, If user submit ticket and assign 1 staff. email will deliver to staff and his leader or grup email.

    3 votes
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  9. 3 votes
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  10. 3 votes
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  11. Profile grey text field editable per user

    Can we have a field in the profile, that when you fill it in, the grey ballon pops up like with the “Administrator” You can then fill in your phone number or whatever (Maybe position). Maybe even with an icon :-)

    2 votes
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  12. Favorite Search

    It would be so cool if on the bottom there would be an easy solution / work around so that the user could make its own "favorite searches" I hope that is not too much Utopia :-) ?

    2 votes
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  13. "Notes and "-" > setting in profile > expanded or closed notes

    Very unexpected the "-" in the notes has become a great feature since you can hide the note when a customer is looking over your shoulder to discuss his or her tickets. It is now possible to actually quickly hide the whole row of notes that he or she is not supposed to know.

    >> Now would it be possible to have a setting in the profile of the user/agent/staff to have notes either open or closed?

    4 votes
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  14. Ticket List Overview


    • In the "Home" Ticket List Overview there is a "-" in the header bar.

    • When you click on it, it will minimize

    • For persuasive design reasons the suggestion would be > that "Show tickets + Find a ticket" would be all what is left.

    • This way you do not need to scroll so much when you have a lot of tickets.

    • Just click on "-" and you can immediately start your search.

    • Normally it would make sense to have the search on top, but to make it easy you can click on "-"

    • I think "Show tickets + Find a…
    5 votes
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  15. Add Site and Diagram

    Adding Site and Diagram for Site. It will be interesting. maybe you can add them in index.php

    3 votes
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  16. Client Contact

    Add possibility to add a Contact list for fast

    10 votes
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  17. Calendar Links in Comments

    It would be awesome if we could have the ability to insert clickable links in comments of calendar event, so we could direct members to a page with full details and where to book/pay for the event.

    4 votes
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  18. Manage Ticket overflow and cue

    For example manage the overflow of tickets would help in the way the ticket load is allocated for each tech. Sometimes it's not fair for some techs that finish their ticket load to have the load from another tech put on their cue.

    Managing this would help by what category can be allowed to overflow and what tech can assist in the overflow and the amount of tickets that can be overflowed to the tech. Threshold limits on categories or techs to consider overflow, would also be a great option

    Thanks for reading and taking this into consideration

    Thanks to…

    1 vote
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  19. Enhanced Auto Assigned Category

    I love the capability to have any category auto assigned to a tech that has right for that category. Sometimes I wish this could be applied to another field.

    For example: usually I create a custom field for Location. I would like to also control this custom field with auto assign. Since most of the categories are somewhat the same (i.e. computer, laptop, printer, etc) the option to assign on a per location basis would be a great value add on. The workaround for this was to change the Category name to Location or create Categories with the location (Building…

    2 votes
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  20. E-Mail Ban option to only Allow

    I use the e-mail ban option to ban email domains and emails. This is great but then I gets tedious if there is a new email domain or account that submits a ticket request but its not a supported domain or account with rights to submit. Having the option to only allow will help in configuring email Bans to only serving approved domains or accounts.

    Thank you for reading and considering this. Hope to see this feature request on the next update.

    Thank you to all the team there in HESK and Mods for HESK

    1 vote
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