337 results found
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shared address book
shared address book -available for team , permission to manage for "special user"
1 vote -
Multilingual categories
It would be great if I could add category names in multiple languages. I see that Hesk has great approach and supports multilingual content, but this one is missing. It’s really inconvenient to keep long category name in two languages. Can you add possibility to key in category name in multiple languages?
3 votes -
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 -
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 -
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 -
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 -
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 -
reply directly by email like GLPI permit it.
reply directly by email like GLPI permit it.
3 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 -
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 -
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
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