336 results found
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Notify customer when ticket status changes
At present a customer can log a ticket but has to log in again to see if it has been given a status. It would be good if the customer was given an email aler when a ticket went from "new" to "in progress"
4 votes -
ticket options updated simultaneously when ticket updated - one click
when staff replies to ticket and changes Ticket Status, Priority, or other ticket options, as well as entering their staff reply, then when you click the Submit Reply button, it would then update all the selected options all with that one click, instead of having to click the options separately. This would save staff time and also help prevent some tickets from not getting all the staff updates in case staff forgets to go back to ticket to do the additional updates. Basically, update all options and replies with one click.
thanks
7 votes -
Contacts List
Include Contacts List on future versions so the technicians have a place where to save contacts, like vendors used to fix stuff, etc.
1 vote -
Stuff avatar
Little rectangle picture next to your name in the response would be great:)
2 votes -
POP fetch button in admin
POP Fetch Button - in admin - put a button in admin to fetch pop mail, makes it more convenient, limit access to pop button to admin or other approved staff
1 vote -
Make the URL conversion of custom fields optional
We have some custom fields that get through the regex and get converted to href links. As a workaround we have removed the calls to hesk_makeURL, but it would be more convenient to make the URL conversion optional.
1 vote -
keep the ticket category same/sync with kb category, it's useful when convert ticket to kb article.
keep the ticket category same/sync with kb category, it's useful when convert ticket to kb article.
1 vote -
Social media
I would like social media buttons with knowledgebase articles, so people can send your articles simply to their friends.
An example is to be found on: http://www.schoolhelpdesk.nl/victor01/knowledgebase.php?article=11
5 votes -
Print reports
You might want to print reports but actually you can only view them. I would add a button on reports page to have the "printer friendly" version page.
9 votes -
Additonal email address for notifications
Would it be possible to have more than one email to receive notifications when new tickets are created/replied?
For example when a user creates a ticket, admin can be notified via user1@example.com and user2@example.com and so on...
5 votes -
User Access and Categories
I'd like a way to be able to see who all is assigned to a specific category. A way to filter this on the User's screen and/or print it off. I'd also like to be able to filter on features to determine if I have any users that are lacking some features.
1 vote -
Edit email templates from system
I would like to maintain the emails that are sent from within the system and not on the FTP-server.
1 vote -
Change date
I would like to not only see the date a knowledgebase article is created but also when it was changed for the last time.
On article details as on http://www.schoolhelpdesk.nl/victor01/knowledgebase.php?article=1
1 vote -
1 vote
Shouldn’t be Notes used for this?
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3 votes
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Distinguish between support personnel and customer in exported tickets.
I tried to export a ticket with multiple posts to the KB. The result was a single article with no way to distinguish who is saying what.
Colored sections depending on who is typing, or some other indication on who is who would be really nice.
3 votes -
Easier to embed into pages
Hesk is awesome, but please remove the width thingy. I think that would make it easier to embed it to pages.
5 votes -
Cell Phone Messages
With spam filters being more than effective it is extremely important to intergrate the reply posting by admin with a sms gateways. Once posting is done client receives a sms on his cell phone informing him or her of the post.
5 votes -
Choose to view more than one category (but not all)
Right now there are two choices for category views: View all ("any category") or view a specific category (from the dropdown menu).
It would be nice if this was changed to category list with checkboxes, which would allow you check multiple categories you would like to see, and leave unchecked those you don't.
1 vote -
A 'chalkboard' for front page
A 'chalkboard' to allow admins to post messages on front page re specific problems so that multiple calls are not logged for the same issue such as printer not working
1 vote
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