General

  1. Email Piping: Improvements

    I would love to see HESK have more options / intelligence around how it decides whether to add email received via POP3 or IMAP to an existing ticket or add a new ticket.

    Currently, only those emails that have the ticket id in the subject will have the content added to an existing ticket. I would like to enable a setting to allow emails with the same subject as an open ticket to be added to the same ticket (instead of create a new ticket)

    These scenario's create new tickets, when it would be better if the email received by…

    1 vote
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  2. sms entegre

    sms intergation emergeny

    1 vote
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  3. Add auto web browser name and web browser version

    Fill automatically 2 fields (or one field) with browser name and browser version.

    1 vote
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  4. Tickets Type

    It would be nice to have different types of tickets (like Task or Change, etc.) each one with its own custom fields (like Approved, etc.) and the option to Add/Remove/Edit current Types and their fields.

    I'm aware there is already a request for Tasks, but this is that and more.

    Thanks.

    1 vote
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  5. Group by two options

    Allow users to group tickets by a primary field like Owner and then group by one other option like Status. So in this example you would see all of the tickets for a each user and those tickets then grouped by their status

    1 vote
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  6. Group By Status

    In the Show Tickets area allow tickets to be grouped by Status

    1 vote
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  7. Dashboard For Helpdesk

    Dashboard which includes: Total Tickets, Total Users, Total Admin
    ,Ticket Open In %,Ticket Solved in %, Tickets In Progress in %, Tickets Waiting Approval in %, Positive Feedback in %, Negative Feedback in % and can we also provide login for end users also with user registration.

    1 vote
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  8. New ticket notification sent on whats app

    New ticket send via whats app

    1 vote
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  9. Customization page

    Create custom pages in the admin panel that appears on the customer page. picture-example on what i mean here: https://imgur.com/a/ZxHtDVx

    1 vote
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  10. Save calendar categories visibility

    I'm as admin can see all categories. But allways need just 1. I'm deselect all, stay 1, update page, and need again deselect categories.

    Propose to add checkbox to save selected categories, as on ticket page.

    1 vote
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  11. 1 vote
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  12. 1 vote
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  13. Localized options for custom fields (checkbox, radio button etc.)

    Checkbox and radio button options cannot be localized. That should be changed as everything else can be localized...

    1 vote
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  14. insert a note or reply to a note for a staff member with low privilege

    It would be interesting if among the permits one could introduce the possibility, for a staff member with low privileges, to insert a note or reply to a note but not to the ticket messages. In some cases it is necessary to inhibit the response to the members of staff that is given only by members of staff with higher privileges. Hesk allows you to set the premises allowing only viewing the ticket but so also prevents you from entering or replying to a note (except to allow the elimination of all the notes from the tickets that also allows…

    1 vote
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  15. 1 vote
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  16. Log JavaScript errors with JSNLog (PHP port)

    Using the PHP port of JSNLog, logs all javascripts client-side errors to the application log

    The lib can be found here: https://github.com/pnellesen/JSPHPLog

    1 vote
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  17. Feed RSS

    Compatibility knowledgebase articles rss feed sharing.
    Even more useful might be choosing which categories or articles share.

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  18. Manage Ticket overflow and cue

    For example manage the overflow of tickets would help in the way the ticket load is allocated for each tech. Sometimes it's not fair for some techs that finish their ticket load to have the load from another tech put on their cue.

    Managing this would help by what category can be allowed to overflow and what tech can assist in the overflow and the amount of tickets that can be overflowed to the tech. Threshold limits on categories or techs to consider overflow, would also be a great option

    Thanks for reading and taking this into consideration

    Thanks to…

    1 vote
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  19. Enhanced Auto Assigned Category

    I love the capability to have any category auto assigned to a tech that has right for that category. Sometimes I wish this could be applied to another field.

    For example: usually I create a custom field for Location. I would like to also control this custom field with auto assign. Since most of the categories are somewhat the same (i.e. computer, laptop, printer, etc) the option to assign on a per location basis would be a great value add on. The workaround for this was to change the Category name to Location or create Categories with the location (Building…

    1 vote
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  20. E-Mail Ban option to only Allow

    I use the e-mail ban option to ban email domains and emails. This is great but then I gets tedious if there is a new email domain or account that submits a ticket request but its not a supported domain or account with rights to submit. Having the option to only allow will help in configuring email Bans to only serving approved domains or accounts.

    Thank you for reading and considering this. Hope to see this feature request on the next update.

    Thank you to all the team there in HESK and Mods for HESK

    1 vote
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