General
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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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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…
3 votes -
Feed RSS
Compatibility knowledgebase articles rss feed sharing.
Even more useful might be choosing which categories or articles share.1 vote -
Client Contact
Add possibility to add a Contact list for fast
10 votes -
Investigate Automatic Update System
(edited by Mike on 12/24/15)
As stated on https://github.com/mkoch227/Mods-for-HESK/issues/289.
As a HESK admin, I have the ability to update to the newest version of Mods for HESK without having to download everything manually.
15 votes -
Enhanced Auto Assigned Category
I love the capability to have any category auto assigned to a tech that has right for that category. Sometimes I wish this could be applied to another field.
For example: usually I create a custom field for Location. I would like to also control this custom field with auto assign. Since most of the categories are somewhat the same (i.e. computer, laptop, printer, etc) the option to assign on a per location basis would be a great value add on. The workaround for this was to change the Category name to Location or create Categories with the location (Building…
2 votes -
Insert knowledgebase article into a ticket.
Insert knowledgebase article into a ticket
Allow you to choose from knowledgebase articles and insert them into a ticket
9 votes -
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 -
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 -
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 -
Approval Required
This update is for all ticket be approved first by their Superior/Head before it will be sent to the host system.
11 votes -
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 -
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 -
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 -
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 -
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 -
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 -
1 vote
Not sure what you mean by this. Can you clarify in a comment?
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1 vote
