General

  1. 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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  2. Group By Status

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

    1 vote
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  3. 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.

    10 votes
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    under review  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  4. New ticket notification sent on whats app

    New ticket send via whats app

    1 vote
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  5. User registration

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

    21 votes
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    under review  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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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  7. 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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  8. More than one owner

    Option to have more than one owner for the tickets.

    10 votes
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    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. 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.

    11 votes
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  10. Mobile Application

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

    26 votes
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  11. 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

    6 votes
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  12. 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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  13. Checklist in MFH

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

    5 votes
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  14. 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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  15. 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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  16. 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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  17. 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.

    5 votes
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  18. Feed RSS

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

    1 vote
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  19. Force login to submit tickets

    In some situations there might be a need for the clients to register or login to the hesk as a "Staff" to gain access to submit and review tickets. Instead of just requiering an email and submit a a ticket form. I know this can be managed to some extent with email and ip banning but the have the end user request access to submit a ticket would be beneficial in reporting and managing request. Also I think some SLA stuff can be configured once the user/client is a member/subscription to the help desk service. At minimum an option to…

    2 votes
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  20. 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 →
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