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337 results found

  1. Multiple Staff on 1 ticket

    The ability to assign more than one staff to a single ticket would be helpful. I have created a work around using distro lists in exchange and setting up profiles like "all techs" with an email pointing to the distro list address in HESK, but a permanent solution where some accountability for notes on those tickets would be amazing. We have tickets that go through several hands before being completed and being able to assign all involved people to that single ticket would be a huge help.

    133 votes
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    13 comments  ·  Admin →
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  2. 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
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  3. 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
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  4. Add an RSS feed with the data in the table in home page

    It would be very nice as a way to monitor activity in real time

    3 votes
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  5. Send IM notifications on creation or updates

    I dont' get much tickets but I need to react FAST. Also, I am not always in front of the computer, but I usualy carry my cell with me connected to some messaging service. So i would like to get IM notifications, it should be quite easy to implement with sendxmpp, see http://freshmeat.net/projects/sendxmpp/
    If you want i can write the code to handle it.

    3 votes
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    2 comments  ·  Admin →
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  6. automate paging/calling on-duty tech for new ticket (I started something with twilio if interested)

    1 vote
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  7. Alphabetical sorting of Knowledgebase Categories and Sub Categories

    16 votes
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    under review  ·  4 comments  ·  Admin →
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  8. custom fields validation options

    Enhanced Custom Fields options. For example a text field should offer, min and max text size, perhaps a limited character set. Essentially just greater validation flexibility. Too often users enter spaces in required custom field boxes to get past them.

    5 votes
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  9. Work orders

    Add work orders so you can print the helpdesk ticket with your company logo as a work order.

    45 votes
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  10. Alphabetize login dropdown

    1 vote
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  11. Add a progress bar for file uploads

    Particularly for large ones. Mac Safari provides info on downloads. Not sure if this is available on IE. If not, a download progress bar would be nice too. ty

    4 votes
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    under review  ·  0 comments  ·  Admin →
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  12. Live Support Integration

    Integrate a Live Support Chat system that can work with the current admin interface. What do you think?

    44 votes
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    6 comments  ·  Admin →
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  13. restricted access to knowledge base

    Depending on login a customer should have more or less restricted access to articles or categories. The admin assigns (multiple) article types or categories to a customer with login. The customer has no admin rights.

    13 votes
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    3 comments  ·  Admin →
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  14. active directory

    Please create an Active Directory Look up to easily import multiple users into the system.

    230 votes
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    6 comments  ·  Admin →
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  15. separate settings into multiple files

    The settings file contains several parameters which should not be writable after initial setup. Separate those into a file which can be made read only. Then the things which can be changed by admins could be left in a writable file.

    2 votes
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  16. New ticket email with time forecast

    For the customer it would be helpful to have an forecast how many tickets are before the own and how much time it will take approximately till the issue will be answered.
    So more acceptability to wait will be achieved at the customers.
    Therefore the "Time spent" function would be necessary and the ability to compute the average duration of each trouble ticket.

    49 votes
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  17. Signature when opening a new ticket

    1 vote
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    1 comment  ·  Admin →
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  18. move the HESK suport forum from PHP Junkyard to the main HESK website.

    It would make HESK seem like its own product. Also, allow donation to HESK on its website, so it is completely independent from PHP Junkyard.

    8 votes
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    planned  ·  3 comments  ·  Admin →
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  19. add mod_rewrite for pretty and recognizable urls. Thanks!

    Linking people to knowledgebase.php?id=4 isn't very goodlooking.

    A ticket could be /ticket/ticketID/
    The KB could be under /knowledgebase/
    And its articles under
    /knowledgebase/category/page-name/
    and
    /knowledgebase/page-name/

    Would be a nice improvement!

    15 votes
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    3 comments  ·  Admin →
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  20. Iphone app or integration with iWebKit for the admin pages.

    A native Iphone App or look-a-like if integrated with iWebKit framework for the admin pages only.
    This doesn't have to come free!

    6 votes
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