337 results found
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Multiple Email Notifications
Would be good in the hesk settings area to input another email address ticket notifications go to instead of having to manually edit php code.
1 vote -
whiteboard or chat for staff
for fast communication between staff members, a chat oder whiteboard would be great.
14 votes -
Collect browser/OS information
Collect browser and operating system details from the customer, such as browser type and version (IE, FireFox, Chrome, Opera, Safari...), operating system (Windows 7, Vista, Linux, ...), screen resolution and more (as far as practicable).
14 votes -
1 vote
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add the ability to assign multiple tickets to a technician at one time.
From the main admin page that lists all the tickets if there was the option of assigning all the checked tickets to a technician at one time that would be great. Right now you can mark resolved, tag, untag, merge and delete checked items but you have to click on each one to re-assign. If you could select several and re-assign them at once that would make it quicker to route multiple items. I'm thinking about this from the perspective of email coming in that gets routed to Hesk and goes into the default general category (category 1).
9 votes -
all tickets to excel ?
all tickets to excel ?
1 vote -
open source hesk
open source hesk and provide a github account
1 vote -
feature list for hesk3
Even though Hesk 3 will be available somewhere in the yet unknown future :P ,and there will be some 2.x before, how about a list of features / suggestion for it? (Even if there are already planned by Master Klemen)
Possible Features:
* Template System
* Group/Role Permissions for ACP
* Transfer settings to DB and leave only db-connection in *.php
* Category Manager (as described in forum)
* Preview for creating / editing KB-articles in ACP (!!) (as described in forum)
*Send PM to more than 1 staff-user (as described in forum)Thanks.
5 votes -
display the technician assigned on the home page as a sortable column
it would be great to see a list of the issues and the technicians assigned to them on the home page. this could be a sortable column and would be a huge help on the home page.
1 vote -
Add visually obvious indication of support hours/availability
When support is available, for example, during business hours, this should be made visually obvious in some fashion. Likewise, when its outside of business hours, it should be equally obvious.
0 votes -
all correspondance via email without the need for web interface
For users who do not want to expose a ticket system to the web. (Keep it in-house). Customers send and receive all communication via email.
1 vote -
Add custom text at the top of New ticket screens for special messages
On the two New ticket forms I have a custom message that says to be sure to call our call center in addition to opening the ticket (I have it in RED text). I added this message to be sure a ticket did not get missed and as extra CYI. The custom message can be an setup as part of the admin setup fields. I just altered index.php,new_ticket.php, and text.php files to make the change. Thanks.
2 votes -
Ticket ID
For those of you who need to print ticket ID instead of tracking number if you require the system to be standalone.
Find print.php which is in the main directory
edit the file and go to "Print ticket head" and change the following line:
<td>' . $trackingID . '</td>
to
<td>' . $ticket['id'] . '</td>
- Save the file and your good to go.
Enjoy
1 vote -
Meta tag description, keywords
I would be great to add meta tag description and keywords for each page, and for articles too.
4 votes -
Tickets Visualization
It would be good if we can change the view of tickets based on custom fields we've created. Actually we are viewing the tickets filtered by ID,Status,Name,Subject,Update, and last replier. If we can add in the admin visualization panel the fields we have created before. Like Unity, Phone. It will be very useful
3 votes -
important
Important knowledge base articles marked by CSS
I think it' s a great idea to mark certain articles in the KB as important. But they are not shown as "important" in the KB overview (only in "edit KB view". I looked at the code and there is no CSS tag attached to them which would enable me using CSS to mark them as special to the "normal" reader.
Same goes for the icon of the article. This could (should) be using a CSS tag as well.1 vote -
Create a ticket and not send the initial message (as it is now)
It would be really nice to be able to create a real ticket from the backend. The way it works now is confusing for my customers (and me to be honest).
Idealy a ticket would be created in the way client tickets are created.
The way we create tickets now is to make a new ticket, leave the message blank and uncheck send e-mail notofication. This is clumsy and not very professional1 vote -
Request close
I think a "Request Close" status would be nice, to make sure only the client and/or the admin can close tickets... The staff select this status when the ticket is done and the admin can verify the ticket and then close it.
With this the admin can check the tickets with "request close" status and see if they are really ready for closure. Might me as simple as adding a status message but i'm not sure how to do it.
2 votes -
Change the creation date of a ticket manually when adding a ticket
I would like to change the creation date of a ticket. When adding a ticket for a customer it always takes the current time as creation date. I need to change that because sometimes the customers call me and I would like to have this creation date then.
3 votes -
email resolved
Email Customer on setting status to Resolved.
Would be nice if when the status of a ticket is set to resolved that an email to the customer letting them know that the helpdesk thinks the problem is resolved could be generated. Then if the customer thinks it's not resolved they can just reply and the ticket gets opened again.1 vote
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