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  1. If multiple organizations will be utilizing the Hesk ticketing system, it would be beneficial to have the feature of departments and categories are based off of each department. You can also tie each user to a specific department upon creating their account.

    507 votes
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  2. Hi,
    first of all I would like to say that you created a great app. It is simple and easy to use.
    I would suggest adding a customer database module to it.
    It would enable to store the customer related data and create/track tickets on client basis.

    436 votes
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  3. 293 votes
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  4. Allow you to choose from knowledgebase articles and insert them into a ticket

    263 votes
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  5. Please create an Active Directory Look up to easily import multiple users into the system.

    205 votes
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  6. include mobile notifications will be great

    186 votes
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  7. Sub-categories to enable following format (for example)

    Hardware >Telephone, Computer, etc
    Software > MS Office, Photoshop, etc

    168 votes
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  8. The ability to assign more than one staff to a single ticket would be helpful. I have created a work around using distro lists in exchange and setting up profiles like "all techs" with an email pointing to the distro list address in HESK, but a permanent solution where some accountability for notes on those tickets would be amazing. We have tickets that go through several hands before being completed and being able to assign all involved people to that single ticket would be a huge help.

    113 votes
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  9. have some sort of filtering with rules that allow you to filter based on To, From, Subject, TLD, and any other such criteria such as controlling which incoming new emails will receive an auto-reply

    Things like:

    1. if FROM @unfriendlydomain, then (1) trash or (2) assign to category Not Nice Guy

    2. if TO fred@, then assign to category Fred

    3. if SUBJECT is ABC, then something, something

    4. if SUBJECT contains (lots of crazy characters), then assign to Not Sure category

    5. if FROM @paypal, then not autoreply

    90 votes
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  10. I simple billing system would be fantasic. For example a preset canned response with a income and expense colomn and once posted the amounts are either added or subtracted to totals under that ticket.

    64 votes
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  11. It would be nice when we answer a ticket to be able to "cc" any E-mail address so that someone outside the database could receive a copy if needed

    56 votes
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  12. REST API for working with tickets from other programs, not only email integration.

    51 votes
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  13. For the customer it would be helpful to have an forecast how many tickets are before the own and how much time it will take approximately till the issue will be answered.
    So more acceptability to wait will be achieved at the customers.
    Therefore the "Time spent" function would be necessary and the ability to compute the average duration of each trouble ticket.

    47 votes
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  14. Add work orders so you can print the helpdesk ticket with your company logo as a work order.

    45 votes
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  15. Integrate a Live Support Chat system that can work with the current admin interface. What do you think?

    39 votes
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  16. It would be nice to optionally have LDAP-Logon for our Hesk-Admins:

    I already mentioned how to implement (quick end dirty):
    http://developers.phpjunkyard.com/viewtopic.php?f=14&t=4744

    31 votes
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  17. Would be great to have a calendar integrated with Hdesk, Something like google calendar were all techs can see what others are doing and set up their own appointments while at clients site.

    30 votes
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  18. A Wordpress plugin or to be able to integrate with Wordpress would be a nice feature.

    30 votes
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  19. Organize users into one or more groups so that you could assign a ticket to something like "Tech Support," and any user in that group could claim the ticket on a first-come, first-serve basis. Groups could also be permissioned to specific categories without needing to address each individual user - users would inherit their group's access.

    30 votes
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  20. Can you add a Dashboard to HESK that includes not just the tickets assigned to the technician logged in and all tickets, but also a calendar with tasks for the whole department on that date, etc. If it can be customized, even better.

    Thanks.

    29 votes
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