General

  1. Inform the customer when and to whom his ticket has been assigned

    We would like to disable the notification for the customer when his Ticket is created and instead send him a Mail when his Ticket has been assigned to a Technician.
    It would be perfect when the mail would contain the Name of the assigned Technician and the User would be able to see who is his assigned Technician in Helpdesk View, just like the last Editor Field.

    4 votes
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  2. Approval and escalation in helpdesk

    Approval and Ticket level escalation in Mod helpdesk

    4 votes
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  3. 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?

    4 votes
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  4. Enable Tickets from Helpdesk to be FORWARDED by email

    Sometimes our team has to forward requests to the management team at our ISP.....is it easy to mod for this

    4 votes
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  5. 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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  6. 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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  7. 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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  8. "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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  9. 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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  10. Disable/Enable Resolve Ticket

    Disable/Enable Resolve Ticket for some admins

    4 votes
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  11. 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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  12. 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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  13. Transfer Attachements from Ticket when imported into Knowledgebase

    When creating a Knowledgebase Article from a ticket, attachements of the ticket are lost. Would be perfect to choose which one to take over into the article from the original ticket.

    3 votes
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  14. Add multiple email fetching

    Currently, only one mailbox can be set up for polling via IMAP / POP3. it would be great if several mailboxes were possible to generate the tickets in different categories.

    mailbox 1 -> category a
    mailbox 2 -> category b
    etc.

    that would be particularly useful for the planned SLA plans.

    3 votes
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  15. Option to repeat in calendar

    Hello Mike,

    It would be nice if Mods for HESK's calendar had the option of making events repeat to remind users things they have to do in a regular basis, like backups so users don't forget about them.

    Thanks.

    3 votes
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  16. 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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  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. 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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  19. 3 votes
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  20. 3 votes
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