General

  1. 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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  2. 7 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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  4. 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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  5. Watch/Subscribe to tickets

    I'd like to see a watch function. A user adds a ticket to the watchlist and gets all notifications by mail, no matter if the ticket is assigned to him or not.

    Then you could add a ticket that you can't answer to yourself to the watchlist and get the answer of a colleague who then processes the ticket.

    6 votes
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  6. 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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  7. 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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  8. 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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  9. 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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  10. 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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  11. 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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  12. 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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  13. users/staff login-logout time display

    Track users/staff login-logout time with date.

    5 votes
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  14. 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?

    5 votes
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  15. 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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  16. Checklist in MFH

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

    5 votes
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  17. 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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  18. 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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  19. 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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  20. A Share button for knowledgebase articles

    Hope you can add a Share button for knowledgebase articles.

    5 votes
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