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  1. Ticket notes

    When I write a note and want somebody of the team to be informed about it (email notification) I have to assign the ticket to that person first.
    I would be so good to have an option in the notes to say which admins should be notified. Only one or even more. So you would be able to select those admins first before you submit. You would not have to assign the ticket to an admin first before submitting the note.

    10 votes
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  2. Add a new template for when the ticket is being created within the system

    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…

    2 votes
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  3. Webhook for new tickets

    Like de e-mail notification to the staff, add the option to call a webhook (simple URL, auth URL, etc) when a new ticket is submitted.

    This would be nice to show a notification on staff dashboard every time a new ticket is open and doing this the staff team does not need to check own e-mail, only to open the ticket

    5 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  4. Mobile Application

    As a user, I can use a dedicated iOS / Android application to create and respond to tickets

    21 votes
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  5. 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.

    7 votes
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    planned  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  6. Client Contact

    Add possibility to add a Contact list for fast

    10 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  7. More knowledgebase restrictions

    like Staff can only delete her own Knowledgebase Articles.
    Can only see the Knowledgebase from admin page but can't edit or create/delete Articles. (some articles I want to have private, only staff)

    7 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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

    19 votes
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    planned  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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.

    10 votes
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    planned  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  10. Approval Required

    This update is for all ticket be approved first by their Superior/Head before it will be sent to the host system.

    10 votes
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  11. add time_worked for every reply

    several agents work on one ticket and have to be billed according to their respective time share

    1 vote
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  12. Allow the api to determine whether to send an email to the customer or not.

    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 votes
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  13. 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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  14. Restrict users to specific email domain

    One thing I would like to be able to do is to limit users to email addresses within my email domain. For example:

    if the email address does not end with "@mycompany.com" the user gets a warning message and either has to enter an "@mycompany.com" address. it colud be an options in admin settings. so admin can have a options to do that.

    It could be a setup in settings so users can choose if that skould be active or not.

    2 votes
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  15. Multiple email address for notifications to client

    Could you allow for multiple email address to be entered in when clients create help desk tickets. Many times not just one person is responsible for resolving issues with our software. Often times it is a team of technical support people on the client side who are responsible for fixing/tracking the problem.

    Thank you in advance.

    5 votes
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  16. 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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  17. 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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  18. Automations

    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…

    1 vote
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  19. Checklist in MFH

    Create checklists for cases, the items can then be checked by the manager.

    4 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  20. 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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