336 results found
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Department feature
If multiple organizations will be utilizing the Hesk ticketing system, it would be beneficial to have the feature of departments and categories are based off of each department. You can also tie each user to a specific department upon creating their account.
527 votes -
Customer Database
Hi,
first of all I would like to say that you created a great app. It is simple and easy to use.
I would suggest adding a customer database module to it.
It would enable to store the customer related data and create/track tickets on client basis.455 votes -
Restrict login using a sql database containing usernames and passwords
Currently anyone can create a ticket
297 votes -
Insert knowledgebase article into a ticket
Allow you to choose from knowledgebase articles and insert them into a ticket
269 votes -
active directory
Please create an Active Directory Look up to easily import multiple users into the system.
230 votes -
iphone or android app
include mobile notifications will be great
199 votes -
Sub-categories
Sub-categories to enable following format (for example)
Hardware >Telephone, Computer, etc
Software > MS Office, Photoshop, etc185 votes -
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 -
email filter - with rules, not auto reply
have some sort of filtering with rules that allow you to filter based on To, From, Subject, TLD, and any other such criteria such as controlling which incoming new emails will receive an auto-reply
Things like:
if FROM @unfriendlydomain, then (1) trash or (2) assign to category Not Nice Guy
if TO fred@, then assign to category Fred
if SUBJECT is ABC, then something, something
if SUBJECT contains (lots of crazy characters), then assign to Not Sure category
if FROM @paypal, then not autoreply
97 votes -
Simple billing system
I simple billing system would be fantasic. For example a preset canned response with a income and expense colomn and once posted the amounts are either added or subtracted to totals under that ticket.
72 votes -
"CC" an external E-mail when answering ticket
It would be nice when we answer a ticket to be able to "cc" any E-mail address so that someone outside the database could receive a copy if needed
66 votes -
REST API
REST API for working with tickets from other programs, not only email integration.
55 votes -
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 -
Work orders
Add work orders so you can print the helpdesk ticket with your company logo as a work order.
45 votes -
Live Support Integration
Integrate a Live Support Chat system that can work with the current admin interface. What do you think?
44 votes -
LDAP Intregration
It would be nice to optionally have LDAP-Logon for our Hesk-Admins:
I already mentioned how to implement (quick end dirty):
http://developers.phpjunkyard.com/viewtopic.php?f=14&t=474434 votes -
upload image to kbase
To upload an image to a kb article in the KBase. Not using a url but using an upload image form. I have a largeish existing knowledge base I would like to transfer to hesk and farm the jobs out but my agents do not have the IT savvy to ftp the image and paste relative urls
33 votes -
User Groups
Organize users into one or more groups so that you could assign a ticket to something like "Tech Support," and any user in that group could claim the ticket on a first-come, first-serve basis. Groups could also be permissioned to specific categories without needing to address each individual user - users would inherit their group's access.
32 votes -
Wordpress Integration
A Wordpress plugin or to be able to integrate with Wordpress would be a nice feature.
32 votes -
icalendar
Would be great to have a calendar integrated with Hdesk, Something like google calendar were all techs can see what others are doing and set up their own appointments while at clients site.
30 votes
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