It would be great to have attachments for the canned responses. So we could attach our terms and conditions or contracts as pdf document 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.

It would be great the possibility of customize reports adding support for the new custom fields added to the form or adding the time between creating a new ticket and closing it.

Be able to set a certain amount of days that you are not allowed to send a ticket. This would come with the categories. So some categories do not accept tickets prior to a certain amount of days

Allow in the "Edit Category" different category names for each installed language.
In addition, it would be very helpfull if you can give different permission configurations to the staff accounts for ticket categories in the different installation languages.

A client had submitted a ticket with malformed email address (xx.yy@domain) with no country code. IMO system should validate email addresses before submission.

I manually swapped out css/bootstrap.css with Bootswatch Paper (to match the theme of the software I'm supporting with Hesk) and replaced bootstrap-theme.css with an empty file. It looks great, but a dropdown theme option would be awesome.

Here's a link to my themed Hesk: https://support.netsyms.com

Below or nect ticket owner , a drop down list with tickets owners.
Selecting an owner , diplays tickets only for this owner

Please see this link: http://imgur.com/a/IjK8g

Disabled all function when ticket resolved / closed and add features another cc email for staff.
So, If user submit ticket and assign 1 staff. email will deliver to staff and his leader or grup email.

Very unexpected the "-" in the notes has become a great feature since you can hide the note when a customer is looking over your shoulder to discuss his or her tickets. It is now possible to actually quickly hide the whole row of notes that he or she is not supposed to know.

>> Now would it be possible to have a setting in the profile of the user/agent/staff to have notes either open or closed?

Can we have a field in the profile, that when you fill it in, the grey ballon pops up like with the “Administrator” You can then fill in your phone number or whatever (Maybe position). Maybe even with an icon :-)

It would be so cool if on the bottom there would be an easy solution / work around so that the user could make its own "favorite searches" I hope that is not too much Utopia :-) ?

Adding Site and Diagram for Site. It will be interesting. maybe you can add them in index.php

It would be awesome if we could have the ability to insert clickable links in comments of calendar event, so we could direct members to a page with full details and where to book/pay for the event.