(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.

Insert knowledgebase article into a ticket

Allow you to choose from knowledgebase articles and insert them into a ticket

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)

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

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.

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

Sometimes our team has to forward requests to the management team at our ISP.....is it easy to mod for this

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.

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.

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.

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

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.

I would like to be able to create a category/facility color (for example, blue), but I also would like to be able to select a different color for when that category is "overdue" (for example, red).

So, I would make all "Tickets" blue, so when they appear on the calendar as a due date they are a normal blue. But when they go overdue, I would like them to turn red. Just as the icon changes when it goes overdue, i would like the color to change with the icon.

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.

Checkbox and radio button options cannot be localized. That should be changed as everything else can be localized...

Feedbacks are collected through special emails sent out to user with a like and a dislike button. These buttons link to a feedback form which the users can use to provided their detailed feedback.