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107 results found

  1. Escalate tickets

    Create escalation rules - for example if ticket is not responded to or resolved within a certain amount of time assign the ticket to XY.

    331 votes
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    11 comments  ·  Admin →
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  2. Enhance custom fields

    2 Things to enhance the custom fields:

    • The custom fields should be category dependent. Meaning that one department needs other custom fields than another.

    • It should be possible to create depending selectboxes. One box leads to another (like here http://www.nvidia.com/Download/index.aspx?lang=en-us)

    267 votes
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    14 comments  ·  Admin →
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  3. Send auto reminder to staff on open tickets

    I would like to know if it is possible to Auto notify staff/addmin for out standing tickets.
    i.e instead of closing the ticket email a reminder to the staff that the ticket has been open for a while.

    247 votes
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    8 comments  ·  Admin →
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  4. Due date

    Add a due date (date by which the ticket needs to be closed) to a ticket.

    223 votes
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    6 comments  ·  Admin →
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  5. Reponsive Design ( to make it easier for Mobile devices to work with hesk)

    Since there is many users who browse websites using mobile devices like iphone and android devices I believe we should create a responsive design for hesk to not to lose the potential customers who use mobile devices to browser our websites or purchase our products ...

    203 votes
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    6 comments  ·  Admin →
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  6. E-mail piping (e-mail to ticket)

    Ability to create tickets automatically from e-mails.

    178 votes
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    16 comments  ·  Admin →
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  7. Time spent on ticket

    It would be nice to have a time tracker of some sort, both a stopwatch of sorts and a total time monitor so that the rep can enter how long they actually worked on the ticket, but also how long it took the ticket to be completed from open to close.

    174 votes
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    9 comments  ·  Admin →
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  8. template framework

    Ability to create your own templates for both user as admin interface

    100 votes
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    2 comments  ·  Admin →
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  9. More ticket status options

    Add additional ticket statuses, such as "In progress", "Delayed", ... or even let administrator create custom ticket statuses.

    82 votes
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    8 comments  ·  Admin →
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  10. More Information on Reports

    When selecting the report type "Tickets per User" it would be great to see the number of open and resolved tickets (like it is per month).

    81 votes
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    7 comments  ·  Admin →
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  11. wysiwyg editor for ticket creators.

    71 votes
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    5 comments  ·  Admin →
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  12. Merge Tickets.

    Sometimes it could be helpful to merge two ore more tickes from a customer to one single Ticket. Some Customers alwaxs creates always new Tickets to the same Problem.

    66 votes
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    9 comments  ·  Admin →
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  13. SLA supported and Escalation rule

    Service level agreement is more demand in now days. Most of help desk are providing this support. This feature make more sense of service support.

    62 votes
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    3 comments  ·  Admin →
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  14. Auto-assign tickets

    Ability to automatically assign a new ticket to a staff member

    57 votes
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    8 comments  ·  Admin →
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  15. A rich text editor

    A Rich text editor (WYSIWYG) for the knowledgebase articles

    56 votes
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    1 comment  ·  Admin →
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  16. Marking some custom fields as "internal". Won't be seen on any client side pages.

    55 votes
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    4 comments  ·  Admin →
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  17. Ban and Delete Ticket

    One feature that OS Ticket has is the ability to Ban an email address and delete the ticket at the same time. This feature would be welcome
    (including IP banning too)

    thanks

    33 votes
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    1 comment  ·  Admin →
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  18. Show Tickets Assigend to Staff

    Under the Show Tickets : Show selections it would be nice to have the option to show tickets for a particular staff member.

    31 votes
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    3 comments  ·  Admin →
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  19. Require both e-mail address and ticket ID to view a ticket

    In order to view a ticket one should enter both the ticket tracking ID and his/her e-mail (not just the tracking ID like now).

    31 votes
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    4 comments  ·  Admin →
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  20. Option to Customise Status Names

    Hi Clemens, thanks for a fabulous script, we've used it for years and years. Would like to ask if you can have an option for us to add our own custom status names which admin can choose from drop down list in |change status" options on ticket management page, and when we add or edit our custom status field, have an option to link it to a canned message that gets sent to client or staff when the status is changed.

    If this exists somewhere let me know but I searched the forum and could not find anything about that.…

    26 votes
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    2 comments  ·  Admin →
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