General

  1. 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.

    14 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    under review  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    20 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    planned  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    planned  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    2 comments  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  14. 1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  15. 1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  16. Due date category color changes automatically

    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.

    6 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  17. 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.

    7 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  18. Localized options for custom fields (checkbox, radio button etc.)

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

    1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  19. User feedback

    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.

    3 votes
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
  20. insert a note or reply to a note for a staff member with low privilege

    It would be interesting if among the permits one could introduce the possibility, for a staff member with low privileges, to insert a note or reply to a note but not to the ticket messages. In some cases it is necessary to inhibit the response to the members of staff that is given only by members of staff with higher privileges. Hesk allows you to set the premises allowing only viewing the ticket but so also prevents you from entering or replying to a note (except to allow the elimination of all the notes from the tickets that also allows…

    1 vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  • Don't see your idea?

General

Categories

Feedback and Knowledge Base