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 force the menu to redirect all request to the http://support.vviewisd.net/hesktest/index.php?a=add or http://support.vviewisd.net/hesktest/ home page to the admin page http://support.vviewisd.net/hesktest/admin/

I think this can be a great feature for hesk and mods for hesk.

Thanks for reading.

P.S. if planned then might also want to change the login from Staff to members or have a different login page for clients and admins. Just a thought. Thanks

I have been using both HESK and Mods for HESK and both are great. Where I see there can be and improvement is with the Reports. Granted, I can download the reports and use as needed but sometimes it can become tedious and time consuming when I just need a quick look at the overall ticket data for a particular category or a progress view for the techs. Pie and Bar graphs are nice visual aids to narrow focus on specific areas that might need improvements or additional resources.

Not sure how difficult this feature request would be for just regular HESK but maybe a bit smoother for Mods since most of it looks like its using Bootstrap and I think Bootstrap has graphs.

Thanks for reading and hope you guys consider this for the next update.

Thanks to all the team there for Mods and HESK

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 90% of that staff members tickets).

Not quick and easy to accomplish, but the first suggestion should be quite easy.

Olaf

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. It's not a staff account, but let's say a general "coworker"-account.
3. This behaviour should at least hint the admin that images placed directly (not as attachments) in the knowledgebase for example should not reside in a directory accessible from the web (security).

Olaf

The code is already in place but at the moment you are hard coding to true rather than allowing it to be set by the incoming json data

We've created an email screen within our site which uses the api to log the ticket and then we send an email from our site with some additional details direct to the user but the ticket is logged in Hesk via the API so that they can respond but we had to tweak the api code to allow us to tell the system not to send the customer email otherwise they'd get 2 emails in quick succession

If a customer sends an email in, we reply back with a ticket thanking them for logging a ticket but we dont reproduce the message that they sent in that first email because people could then spam the system.

However, If we raise a new ticket within the system as a result of a phone call, sending an email thanking the user for logging a ticket when we did it, is wrong but also we need to send the message to them because they didnt instigate the ticket. We'd like a new template that can send the first notification to the user from a staff generated ticket so that we can output the message and tell them its from the result of their phone call

Hello,

I already have a monitoring system in place that sends an email to the email HESK is checking and creates a ticket, now I would like HESK to create an automation (either on its own or using a third party, like Jenkins) for tickets with specific subjects or content that it has stored to fix the problem, for example: an Alert came from the monitoring system to HESK stating a hard drive is almost full, HESK checks it's automation database to see if it has something to fix that and runs it (HESK must have the database, but the automation can be somewhere else).

Can this be created for HESK? I know it's not easy, but I believe it's worth it.