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  1. Group By Status

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

    2 votes
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  2. recycle bin for tickets

    Please add a recycle bin to tickets.
    So , the the deleted tickets by mistake can be recovered...
    Thanks a lot
    Panagiotis

    9 votes
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  3. New ticket notification sent on whats app

    New ticket send via whats app

    1 vote
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  4. remove the limit on attachments within the admin area

    The attachment limit seems to apply to staff as well. Occasionally we may need to send 3 or 4 attachments to a customer but we cant because we've set the limit to 2 for customers to send in with. We then have to change to 4, send the message then change back to 2 again. I don't see why there should be a limit for the outbound side of things?

    5 votes
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  5. Inventory Manager for admin and staff

    Inventory Manager helps you and your team to keep track of every server, desktop and laptop in your environment.

    Provide information such as Brand, Model, Serial, Owner, OS, Purchased date, Warranty End date, IP-addresses and much more to have full control over your hardware and licenses.

    12 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  6. User registration

    Add user registration, so clients can use email address or username and password and keep track of their current and existing tickets

    23 votes
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    under review  ·  3 comments  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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

    7 votes
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    under review  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  8. More than one owner

    Option to have more than one owner for the tickets.

    12 votes
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    4 comments  ·  Flag idea as inappropriate…  ·  Admin →

    Based on your comment, would something like the ability to “subscribe” to a ticket be sufficient? Subscribing would allow users to receive notifications regarding the tickets they are subscribed to.

  9. 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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  10. Mass-Reply

    It would be cool to add an option which allows you to answer multiple tickets at the same time (with the same text). In case of a technical malfunction we receive a lot of tickets and all customer ask why it doesn't work.

    I would imagin to select the tickets I want to answer at once using the checkboxes, select Mass-Reply from the menu and press execute. A text editor windows pops up and I can answer all selected tickets at once.

    2 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

    2 votes
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  12. Mobile Application

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

    29 votes
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  13. 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.

    12 votes
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  14. Checklist in MFH

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

    6 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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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  16. Increase priority according to time

    Increase priority according to time, if a ticket is open for more than a week for example, increase automatically priority from low to medium, and if it gets opened one week more, to high, etc.

    8 votes
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  17. 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…

    2 votes
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  18. Tasks and tickets

    Developing a task feature for the ticket system. This feature would be used by the Staff only. They can create "tasks" for themselves not just tickets. (Sort of the same as in the calendar where you can also create events. But the tasks will also show where the tickets are shown (Home/Ticket overview page) but then there is a feature to just show tasks, just show tickets or both.

    5 votes
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  19. 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 votes
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  20. 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
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    planned  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →

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