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  1. Attachments for Canned Responses

    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.

    5 votes
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  2. modify the rich text editor to allow image 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.

    6 votes
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  3. Custom reports

    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.

    2 votes
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  4. Can not send ticket .. days prior

    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

    3 votes
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  5. Support for real multilanguage support on categories and user permissions

    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.

    4 votes
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  6. Validate submitter's email address

    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.

    2 votes
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  7. Support Bootswatch themes

    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

    6 votes
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  8. Search tickets by owner

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

    7 votes
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  9. 7 votes
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  10. 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…

    1 vote
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  11. Ticket List Overview

    - In the "Home" Ticket List Overview there is a "-" in the header bar.
    - When you click on it, it will minimize
    - For persuasive design reasons the suggestion would be > that "Show tickets + Find a ticket" would be all what is left.
    - This way you do not need to scroll so much when you have a lot of tickets.
    - Just click on "-" and you can immediately start your search.
    - Normally it would make sense to have the search on top, but to make it easy you can click on "-"
    -…

    5 votes
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  12. disable all function when ticket resolved / closed

    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.

    3 votes
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  13. "Notes and "-" > setting in profile > expanded or closed notes

    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?

    4 votes
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  14. 3 votes
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  15. 3 votes
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  16. Profile grey text field editable per user

    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 :-)

    2 votes
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  17. Favorite Search

    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 :-) ?

    2 votes
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  18. Add Site and Diagram

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

    3 votes
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  19. Calendar Links in Comments

    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.

    4 votes
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  20. Graphs for Reports

    I have been using both HESK and Mods for HESK and both are great. Where I see there can be and improvement is with the Reports. Granted, I can download the reports and use as needed but sometimes it can become tedious and time consuming when I just need a quick look at the overall ticket data for a particular category or a progress view for the techs. Pie and Bar graphs are nice visual aids to narrow focus on specific areas that might need improvements or additional resources.

    Not sure how difficult this feature request would be for just…

    3 votes
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