15 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 -
Restrict login using a sql database containing usernames and passwords
Currently anyone can create a ticket
297 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 -
send email confirmation before new ticket is submitted
If a user submits a ticket, a verification link must be sent to his email before the ticket gets submitted to a department (like confirmed opt-in).
This is useful because if a malicious user knows a customer's email and pretends to be him, he can't submit the ticket unless the customer is notified and confirms the link from his email.
25 votes -
Allow users to comment on knowledgebase articles.
We are planning to use Hesk as our primary helpdesk and use the KB to decrease the number of reoccurring questions. It would be nice if users could post comments on KB articles, if a user thinks he/she has some additional information they think is missing in the article.
User-help-user more or less.
19 votes -
16 votes
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Add new property as ticket type wich could be event, incident, request, etc.
Table structure could be:
create tablehesk_ticket_type(
idsmallint ,
ticket_type_namevarchar ,
isactivechar
);
insert intohesk_ticket_type(id,ticket_type_name,isactive) values('1','Event','0');
insert intohesk_ticket_type(id,ticket_type_name,isactive) values('2','Incident','1');
insert intohesk_ticket_type(id,ticket_type_name,isactive) values('3','Request','1');
insert intohesk_ticket_type(id,ticket_type_name,isactive) values('4','Access request','1');In hesktickets will add new field tickettype (small int).
Ticket type could be selected in admin form and based on this we use a report for this (similar to category).8 votes -
7 votes
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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 -
In addition to canned responses, it would be great if the reply window offered spare buttons for inserting customisable standard email text.
As as example, for our normal Outlook email helpdesk, when I open up a blank email I have approx 6 macro buttons with standard text that I regularly use in replies. These are things like
- Please let us know if you require any further assistance with this.
- I look forward to hearing from you.
- Please download our remote support tool from 'www.xxxxxx.com'
- Many thanks
- Please visit our user manual at 'www.xxxxxx.com'
- We will call you shortly to discuss this issue.
All of the above text are things that regularly get used in emails but do not…
4 votes -
aging report
It would be nice to have an aging report that groups tickets by 30 days, 60 days, 90 days and 120 >= days
3 votes -
Distinguish between support personnel and customer in exported tickets.
I tried to export a ticket with multiple posts to the KB. The result was a single article with no way to distinguish who is saying what.
Colored sections depending on who is typing, or some other indication on who is who would be really nice.
3 votes -
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 votesMost settings will probably be moved into MySQL database in the next large release (3.0)
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1 vote
Shouldn’t be Notes used for this?
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Make the URL conversion of custom fields optional
We have some custom fields that get through the regex and get converted to href links. As a workaround we have removed the calls to hesk_makeURL, but it would be more convenient to make the URL conversion optional.
1 vote
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