336 results found
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Folders for resolved tickets
I have a government client who requires me to save their resolved tickets for a certain period. It would be nice if I could create a folder and put all of their resolved tickets in there. They don't necessarily need to see the folder, but when they search a ticket number it will show them the results. It's more for my organization of resolved tickets so they are not all bunched together.
1 vote -
Ticket template for users and admin
I'd like to be able to provide templates for my users. We have librarians that needs to include specific info in their tickets, and it's be nice if they could select a template to provide a layout for them to fill in.
Also, the ability for templates to also fill custom fields. I've considered giving librarians access to our ticket system, so they could use templates, but it really would help them if the custom fields were also populated from a template.
1 vote -
Give support the opportunity to contact a specific user.
Basically being able to open a ticket as a supporter, but the recipient is notified and can respond without being the author.
3 votes -
Use Forwarding Headers
Use forwarding headers when emails are fetched and tickets are created. This would make it possible for staff members to forward customer emails to our support address and have the tickets opened in the customer's name, and use the customer's email address for replies (instead of the staff member's).
6 votes -
Feedback of Client when Ticket is Closed
It is necessary that the response given by the user is evaluated through a feedback at the end of the ticket, which can be with stars.
The end date is also essential in the update, since, if a closed ticket is reviewed or viewed, the update date may change.
1 vote -
Require a staff reply in order to close a ticket
I need an option to be able to require that staff include at least one response to a customer issue before closing a ticket. I need this to ensure accurate submission to first response metrics that I pull from the database and report to management.
1 vote -
Remember Email Addresses from Previous Tickets
Remember email address from previously submitted tickets, so that a staff member can quickly select an email when creating a new ticket on behalf of a customer.
3 votes -
Make a record when staff or customer lock the existing ticket.
when staff and customer lock the ticket the ticket not found in ticket list save the record for past used in ticket list.
also this is done by changing status to resolved save ticket in ticket list while status changed to "resolved".3 votes -
"Due Date Calender"
Disable past dates while creating a new ticket.
3 votes -
Have article go to a direct URL
Give the ability to have an article in the KB to redirect to a URL
3 votes -
hesk_custom_field_type missing field of type datetime (timestamp)
missing field of type datetime (timestamp)
1 vote -
Searchable template on ticket page
If you have too many template, is difficult choose one from drop down list. Maybe it would useful if you can choose with typable drop down list.
Thanks
1 vote -
reply directly by email like GLPI permit it.
reply directly by email like GLPI permit it.
3 votes -
Add category description text
It would be nice to have a "description" that is smaller text located below each category (department).
For example, on the helpdesk homepage there is the "Submit a ticket" button. Underneath that button label is some small "description" text which says "Submit a new issue to a department".
I think it would be nice to have a similar description text that is located under each Category label. This will help to explain the purpose for each category and avoid some possible confusion with users on which category (department) to choose when submitting a new ticket).
Thanks!
6 votes -
WYSISWYG for all message and note fields
Allow the WSISWYG option for customers to use it, as well as the staff notes field.
1 vote -
Shade staff and customer reply boxes differently
I noticed in the demo when viewing a ticket, the boxes aren't well defined. A shaded header, or shading the entire box would help.
1 vote -
Customer login system and ticket panel
Add customer login system and ticket panel so customer would not have to check every single ticket with ticket ID but he will have all tickets in one place. Just simple login, password and tickets list - that's all.
3 votes -
Can add hCaptcha functionality to the next version of Hesk?
I don't want to use Google reCAPTCHA, so can add hCaptcha?
Thanks
4 votes -
Location Tracking
We are using your help desk / knowledge base feature to service our retail clients. Each location (retailer) has their own web pages with a help desk link. Once we transition over to HESK we would love to remember which retailer (location) the client has come from. We would like to brand (colors / logos) each "version" of the hesk system to the look and feel of the "location" and maintain navigation through the help desk without losing the "location"
1 vote -
have the option to convert any reply to new ticket
most of the time i need to convert a client reply into a new ticket and/or add a todo list to the current open ticket to add tasks
1 vote
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