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

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.

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.

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.

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.

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.

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

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.

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

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