107 results found
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Search by e-mail
Ability to search tickets by e-mail
10 votesIncluded in HESK version 2.3
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IP Banning
This should be on a user per user basis as well as offer a range.
10 votesIncluded in 2.6.x
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Two Factor Authentication (2FA)
Could it be possible to do not display the "anti-SPAM imag" number in the loging page and email it directly to the registered user email address The user will bethe only one to know the code to compleate the access.
In this way this could works as an HESK integrated 2FA feature.
Advantages: Do not need SMS and Google Authenticator.9 votes -
Hidden Categories
How about a feature where the site admin can set categories that are hidden (not selectable) from users and that can only be assigned by staff after evaluating the issue.
9 votesAdded in HESK 2.4
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Ability to assign and/or reply to tickets in bulk from the "Home" queue
This feature would allow you to check multiple tickets in the main/Home queue and assign them to someone all at once (maybe using the drop down menu that currently gives options for deleting or merging tickets) or send the same canned response to all selected tickets.
Bulk assigning could be useful for transferring one person's tickets to another person if the first person is leaving or will be unavaialble, or if one person handles a certain type of ticket, they could grab them all out of the queue at once instead of one by one.
Sending blanket responses could be…
9 votes -
Add 2 Factor Authentication for Users
With security being a high priority these days, it should be easy enough to add a 2 factor authentication that you can use with Google Authenticator or any other compatible 2-factor app.
As businesses become more dependent on Hesk and our databases grow, protecting that data becomes more and more important.
9 votes -
Auto Refresh Tickets
Having the ability to set an option for automatic refresh of the tickets (whether its every 30sec, every 1min, etc..). This way the Administrators will be able to see new tickets coming in without having to manually refresh their browser.
9 votesAdded in 2.7.x
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9 votes
Added to HESK 2.3
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ticket feature idea
your forum have a button named Code.
When i click on it, and i put some code and klick submit, can i see one generated box with my code inside.
I miss that funktion in hesk helpdesk. I hope "Insert code" button can be added in the feature8 votesRich text (HTML) now supported for staff replies
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Private attachments only for operator as Internal Note
Operators can upload private file only visibile by operator.. as documents or private documents of user.
8 votes -
Send e-mail notifications to customer when ticket is automatically resolved after ex 7 days
Ticket are automatically resolved if a Staff member has replied to the ticket and customer don't leave a feed back in tot day usually set in the settings of hesk, on my installations is 7 day.
After this time ticket is automatically Resolved but no notification are sended to the user.
I suggest to set an automatically email of notification to the customer who alert why the ticket has not receved any update, feedback are now solved.
7 votes -
Add to the Settings options the ability to choose...
which fields are displayed on the ticket list shown on adminmain. The ability to not be stuck with the default fields and the option to include the custom1-20 in the fields. Having been hacking the ticketlist.inc.php trying to get the custom2 field to show up as a field so that departments (my custom2) would show on the admin_main page.
7 votes -
Search by Name
Add ability to search by name as well as ticket status and disply only tickets for a particular name.
7 votesIncluded in HESK version 2.3
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Option to show ticket number instead of tracking id, or both, on home page.
I would like to see the ticket number instead of the tracking id in the first column. It would allow for sorting by the time actually submitted versus sorting by 'last reply' and it would make it easier to reference outside the system, like passing the ticket number to a partner via Skype, when referring to a ticket .
6 votesIncluded in 2.6.x
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Move up/down categories in Knowledgebase
It will be useful (and not very hard to implement) to allow users to move up and down the categories in the knowledgebase.
6 votesAdded in 2.5.0
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prepopulate form
Would be nice to have the ability to pass in arguments via the URL to prepopulate the add ticket form.
For example:index.php?a=add&name=joeblogs&category=2&priority=3
6 votes -
Mobile version
My site has both desktop and mobile versions,. however i have assigned hesk to an indepedent subdomain to cater for both mobile and desktop.
The problem is , we dont have a mobile version yet we need it so muchThough after seeing the mobile version, i will opt to remove your back link by paying you guys
6 votesHESK 3.0.0
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Option to disable user ticket notification per email.
When staff is creating an new ticket, staff get the option to disable email notification to the user
6 votes -
Add a customer number as URL parameter
We save a lot of time not searching for the customer records in the main system anymore because we have changed HESK slightly.
Many of our support cases are related to a customer number.
When customer #123 needs support, his link to hesk in our main site
is www.mainsite.com/hesk/index.php?u=123 .
The first custom field is Customer Number and it is automatically populated into the ticket.
Customer number is added automatically into every Support Ticket.
6 votesYou can use custom fields for this (prepopulate the form with customer id)
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search all
I love this app. Would like to see the ability to search client message, all replies and private notes. thanks for a great app.
5 votesAdded in HESK 2.4
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