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  1. 2 votes
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  2. Insert knowledgebase article into a ticket.

    Insert knowledgebase article into a ticket

    Allow you to choose from knowledgebase articles and insert them into a ticket

    8 votes
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  3. More knowledgebase restrictions

    like Staff can only delete her own Knowledgebase Articles.
    Can only see the Knowledgebase from admin page but can't edit or create/delete Articles. (some articles I want to have private, only staff)

    7 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  4. A Share button for knowledgebase articles

    Hope you can add a Share button for knowledgebase articles.

    5 votes
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  5. Investigate Automatic Update System

    (edited by Mike on 12/24/15)

    As stated on https://github.com/mkoch227/Mods-for-HESK/issues/289.

    As a HESK admin, I have the ability to update to the newest version of Mods for HESK without having to download everything manually.

    14 votes
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    under review  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  6. Disable/Enable Resolve Ticket

    Disable/Enable Resolve Ticket for some admins

    4 votes
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  7. Customise Print Ticket

    This will allow you to customize the print layout of the ticket. For example if you only what some things to print but not others like IP ADDRESS or only TICKET demo but not NOTES or REPLIES from ticket history etc.

    This will allow the ticket to be printed with only the data you would want to be printed for the ticket. Of course only if the paper is needed since we are trying to be paperless but sometimes not everyone needs to access to the system to view the ticket information in detail like the techs have.

    13 votes
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  8. WorkFlow Approval

    This will allow an approval of the work being done. For example if the client needs a part and needs approval from his admin to approve purchase and install of the part before the assigned tech and finish and close the ticket. Some sort of notification trigger system to be used for this and assigned supervisors to users. Maybe changing the status can trigger this event.

    If the client submits a request then the tech can change the status for approval from assigned supervisor of the client. Once the tech changes the status for that ticket then it triggers a…

    6 votes
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  9. automatic filter and assign received ticket / email

    for me (at least) it would be a great help to be able to specify certain "search destination words":
    A mail / ticket that is received should be filtered for these words and automatically be decided who get's the ticket assigned.

    Thinking this further, It would also be possible to assign a ticket in accordance to old tickets: If a staff member is working on tickets concerning "printer problems" again and again, a (statistical) search could determine, that a new ticket "my printer fails me" is for that staff member (as there is the word printer in this as in…

    3 votes
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  10. one knowledgebase entry in multiple categories

    I felt the need to show a single knowledgebase entry in more than one category.
    Example:
    Category "passwords" -> there are several articles concerning passwords in general (and concerning topics as advertising)

    Category "advertising" -> there are articles about passwords concerning advertising

    Olaf

    5 votes
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  11. Gravatar/Avatar Support

    As a helpdesk staff, I can have my avatar displayed next to my messages in the help desk. Additionally, having Gravatar support will allow me to use my Gravatar image.

    10 votes
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    planned  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  12. SLA plans

    Service level agreement (SLA) plans, you can define guarantee response times for individual users, departments and/or priority levels. Due times are automatically calculated based on your work timetable and are used to organise the list of tickets.

    If a ticket response becomes overdue under a SLA plan, actions can be set up to automatically assign the ticket to a specific member of staff, move it to another department, and change the ticket status. Users can also be notified when their ticket has been escalated

    20 votes
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    planned  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  13. Option: View Knowledgebase

    I would like to be able to give access to a customer without him or her being able to view the knowledgebase

    Like: http://developers.phpjunkyard.com/viewtopic.php?f=13&t=5357&p=23405&hilit=view+knowledgebase#p23405

    4 votes
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  14. allow certain ips (if not-allowed-ip, ask for credentials)

    I am using HESK (and MFH) on a public domain. But let's say there could always be internal information in the tickets and/or the knowledge database.
    Right now I am using a .htaccess way to do this - but probably it's much easier for users if they could simply enter the data in a nice setup in HESK directly:
    1. I need to allow certain IPs to the knowbase and tickets in general.
    2. If someone tries to access HESK from an IP that is not allowed in general, that user will need to enter credentials to access the content.…

    3 votes
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  15. Pending & Awaiting Feedback Email Template

    This is an email to remind you that your request (#12345678) is pending and awaits your feedback.

    After a certain amount of days the ticket system sends out a reminder to the customer. In the settings you could adjust the amount of days.

    10 votes
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  16. 3 votes
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  17. Notification email on reply to ticket email from customer

    Hi,
    will be great add also an email confirmation for when the customer add a message by reply to the ticket, this help user who don't have internet access to know they reply has been added to a ticket so they not continue to send email.

    So customer open a ticket by sending an email, receve the new_ticket.txt email and if client reply to the email after some minutes what i think will be good to see implemented is a new email who alert the customer "Your reply to support request TICKET OBJECT, ID " has been noted. A support…

    4 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  18. add a system where all actions and time who register. to check for faults or errors in any process.

    add a system where all actions and time who register. to check for faults or errors in any process.

    7 votes
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  19. Approval Required

    This update is for all ticket be approved first by their Superior/Head before it will be sent to the host system.

    10 votes
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  20. Auto add signature

    When pop3 fetching emails, you can auto assign to a staff member and an automatic reply is sent to the sender. I should by nice if the signature of the assigned staff member is automatic added on the reply message.

    5 votes
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