336 results found
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Canned reponses labels
Can you please add option to setup default ticket label in canned response? When staff use that canned reponse and label for that canned reponse is setuped, system should auto change label of the ticket.
3 votes -
Put the "Submit a Ticket" and "View existing tickets" on the knowledgebase.php page.
We send everyone to the knowledgebase.php page from our website. However, the submit a ticket and view existing tickets are not on these pages. In the older version of Hesk I had figured out (with a huge amount of help from Klemen) how to add these, but with the new design I don't have a clue.
It would also be nice to have the service messages on the knowledgebase.php page as well. I think more customers spend time on the knowledgebase.php page than anywhere else so to me it makes sense to have these thinks on this page.
4 votes -
select all or deselect all
in the section where you select "Show Tickets" options, it would be nice to have a select all or unselect all section items.
One for "Show tickets", "Status" and select for "Priority" etc.this would for example speed unchecking all the "Status" item and etc. for search purposes.
Thanks,
Rad1 vote -
KB authorization level
Who can and cannot see should be added to the information bank categories. The only option for administrators is not enough. Available on my non-admin users.
8 votes -
Additional Information in List All Tickets Email
It would be nice to add additional information to the email sent to users with the list of tracking IDs, such as date of submission, first line of message or custom fields.
5 votes -
Browser and sound notifications
Staff can enable browser notifications so they can get notified live and not checking e-mail every moment & sound notification in browser when a ticket gets replied or a new ticket is assigned to that staff member ;)
7 votes -
Telegram notifications
I suggest adding an alert function to Telegram and Slack messengers. You can also add a pipeline to provide support via Telegram, for example. Email is not always convenient!
8 votes -
knowledgebase difficult to navigate - add side tree view menu
Add side menu tree view so you can easily navigate multiple articles without going back and forth all the time
A good example of this is here:
https://www.digitalocean.com/docs/images/snapshots/how-to/4 votes -
Show Knowledge private Assigend to Staff
Knowldege private should be not available for all staff, like in catogarization we can set which category staff can see tickets. Some functionality should be available in Knowledge private.
4 votes -
have the ability to be able to create customers. then each category can be tied to a customer
it would be usesful to be able to create customers then have the ability when creating tickets to be able to tie up a customer to a particular category
1 vote -
Users portal with prepaid support time countdown
Users portal where every user can check the ticket satus for its business and also a prepaid support time countdown. In this way the customer pay for a certain amount of time as ex. 10 hours. Every amount of time I set in the client profile will be subtracted by the time spent in the ticket so the client wil know the remaining support time available whenever he whants.
2 votes -
Add skins/themes for hesk3
It's hard to get used to the hesk3 style when you come from hesk2. You could add more skins or themes maybe with different styles
4 votes -
Make translation easyer
Not all translations are correct translate. I hav e a dutch website and not all is properly translated.
Now there is most of dutch and some titels and words in englisch. That looks not professional.1 vote -
default answers change
in ticket running (right top of page) I have 2 options:
edit or print by default
I like to change it to:
edit and excludedin center down of page I have:
send reply
save and continue later
I like to change:
"save and continue later"
for
"resolved"6 votes -
Statistics
You have a statistics under reports in hesk demo, but it´s currently only in hesk Cloud. and thats sad, can you add this for people who have licens on hesk? :)
1 vote -
Time Management
It would be great if I can "manage" my time which is added to the ticket.
For example:
I add 5 minutes two times. In the ticket I could see the two times listed like this:5 min. => Description of the task
5 min => Coded a feature for my customer3 votes -
Display the number of new tickets in the page title
Display the number of new tickets in the page title like this:
[#] IT Support eTicket
'#' are a number of tickets that are still "New" Status
Ex:
[1] IT Support eTicket
3 votes -
Archive tickets
A feature to archive tickets that are no longer needed or used would be great. It can flag them as archived so they don't appear in the current resolved category
1 vote -
Send Ticket to external Support via Mail
It would be good if you could direct a ticket to an external support address (for example, manufacturer support). This replies by mail to the mail. The answer is entered in the ticket and informed both to the customer and to the support staff.
5 votes -
Permission "Lock ticket"
It would be nice when we can manage the Permission "Lock ticket".
Currently every Member is allowed to do this and we can't manage this Feature3 votes
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