General
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SLA plans
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
22 votes -
Customise Print Ticket
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.
13 votesA better print page will be planned for either 2.7.0 or 2.8.0.
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Gravatar/Avatar Support
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.
11 votes -
Pending & Awaiting Feedback Email Template
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.
11 votes -
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.
8 votesMods for HESK will either switch to Summernote or the most recent version of TinyMCE. Both of these libraries can support inline images.
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LDAP Integration
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.
8 votes -
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 votesAn option to choose a bootswatch theme (instead of modifying the colors of the default bootstrap theme) are planned for 3.4.0.
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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 votesEither an updated version of TinyMCE or Summernote will be included in a future Mods for HESK release.
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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 votesI’ll add a “Can View Knowledgebase” permission in a future release that should solve your issue.
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3 votes
Adding a custom nav dropdown will be added in a future version of Mods for HESK.
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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 voteJS logging will come at some point… not 100% sure I will use JSNLog or another solution.