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  1. Mobile Application

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

    21 votes
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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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

    19 votes
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    planned  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  3. User registration

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

    16 votes
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    under review  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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.

    13 votes
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    under review  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  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.

    10 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  7. Client Contact

    Add possibility to add a Contact list for fast

    10 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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 →
  9. 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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    planned  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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.

    9 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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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    4 comments  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  14. More than one owner

    Option to have more than one owner for the tickets.

    8 votes
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    4 comments  ·  Flag idea as inappropriate…  ·  Admin →

    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.

  15. Option for default search

    Richt now the deault option to search is "Tracking ID"
    I changed my default search in "Subject" by changing following:

    find this code in "inc/show_search_form.inc.php"

    Code: Select all
    if (!isset($what))
    {
    $what = 'trackid';
    }

    And then replace "trackid" with whatever field you would like it to default to.

    Code: Select all
    if (!isset($what))
    {
    $what = 'subject';
    }

    OR for a custom field:

    Code: Select all
    if (!isset($what))
    {
    $what = 'custom1';
    }

    http://developers.phpjunkyard.com/viewtopic.php?f=13&t=3546&p=15181&hilit=search#

    Can we have a MFH option in the settings where can can select your default search?

    Thanks :-)

    8 votes
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  16. 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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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  17. 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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    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  18. 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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    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  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. 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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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
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