337 results found
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Can we have the subject field in the ticket search the KB on submission
Would be helpful if the subject field on the ticket was to search the knowledge base on submission.
1 vote -
Notification of update contains reply information
an option to enable so when a user or staff member adds something to a ticket, the auto update email that goes out that contains the message that was entered, or the reply that was posted.
2 votes -
Activate or Deactivate Ticket System
Some time can be userfull turno off the ticket system with a customizable message to the user like : ticket is temporary disabilited, try again in a few hours.
1 vote -
Add Time worked tag
It would be nice to add an e-mail tag for "TIme Worked". Something like : %%WORKEDTIME%%
I would like to be able to report to my customers the time spend on their ticket. We use a system where the customers can buy a certain support time by month.
5 votes -
Multilanguage title & article (Knowledgebase)
For a better user experience (and a simplier handling for admins) with the new feature of the language selector, Hesk should be able to write an article also in the other offered languages.
Additonal display at the frontend an image (country flag) where customers can see if a translation does exist.
With this feature one article could be displayed for more users also in other languages.9 votes -
Move Settings to the database
Keep inly the database settings on hesk_settings.inc.php, move the rest to a table in the database, so upgrades are easier to accomplish.
1 vote -
2 votes
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In addition to canned responses, it would be great if the reply window offered spare buttons for inserting customisable standard email text.
As as example, for our normal Outlook email helpdesk, when I open up a blank email I have approx 6 macro buttons with standard text that I regularly use in replies. These are things like
- Please let us know if you require any further assistance with this.
- I look forward to hearing from you.
- Please download our remote support tool from 'www.xxxxxx.com'
- Many thanks
- Please visit our user manual at 'www.xxxxxx.com'
- We will call you shortly to discuss this issue.
All of the above text are things that regularly get used in emails but do not…
4 votes -
Please add a report that will track the time spent working on a task.
We would like to have a report by user that will tell us how much time has been spent working on a ticket.
5 votes -
Language selection for knowledge base articles
It would be nice if I could select a language for KB articles, so that if a user has selected Dutch as the interface language, (s)he would only see the Dutch articles as well.
6 votes -
Delay till office hours
I like to answer tickets whenever i want but...
I found out that many of my customers find it unprofessional when i answer them during the night or on Sunday.
Can you add a code that delays my answers till office hours?
1 vote -
auto assign tickets on click
ability to have tickets not auto assign untill an admin clicks them, basically first person to view the tickets gets the assignment that way you never have tickets assigned to staff that are not working that day and you don't accidentally have multiple staff working on the same ticket. you click it, you keep it
1 vote -
Android or Iphone App for Users
it would be great if a user ( not admin ) had an app on their phone where they could register with the system and be able to submit and track tickets directly with the system. in our organization we have a set number of people who enter the tickets for everyone else so that we have a front line to diagnose issues and escalate accordingly
3 votes -
imap/pop3 folder and move to another foler options required
in the pop3/imap setting, there should be an option to select a email folder from which it should fetch the mails. Also we should be able to mention a folder to which the fetched mails need to be moved.
1 vote -
Bulk management of knowledge base articles
Allow for selecting multiple KB articles to do bulk actions on. For example, creating a new subcategory and then selecting 5 articles and moving them to the new category. Or approving a group of drafts at once rather than having to click in and edit each one to change the status.
2 votes -
submitted by POP3 fetching, category edditable whitin Hesk
submitted by POP3 fetching, category edditable whitin Hesk
1 vote -
Add New KB Article as a Shortcut to existing KBArticle or option to list under multiple categories
Hi, thanks for this fabulous software, I have been using it on various websites now for more than five years, I think.
One of my clients would like one article to appear under two or more categories, so at the moment we are just duplicating them. The danger there is that if he updates one he might forget to updates the duplicate.
My suggestion is to have either of these options:
Wwhen adding/editing an article, have an option to redirect it to an existing article, rather then inserting content in the text box. A shortcut, so to speak.
Or, have…
1 vote -
Save ticket response as "draft"
Be able to save response as a "draft" instead of sending it.
Why? In case the answer is incomplete, i.e., the admin wants to add more info later after researching the issue, etc.
This would also be an alternative to the feature I suggested to be able to embargo (not send) responses outside of set business hours.
1 vote -
Add jump links at the top of the canned response page
Especially if you have a lot of canned messages, It takes a good bit of scrolling to find the form. Once you know it's there, you can use control end, but for new support people, it's not obvious. Simple jump links named "create new" or "edit existing" that drop you directly to the form would make that interface more user friendly without a huge change.
1 vote -
ticket sequence number in email customer
the possibility of the sequence number of the ticket is only visible in the detail of the ticket, in the summary of the home page you can not see, you do not even see in the email that the user receives
2 votes
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