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.
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Treblig commented
See if my comments on https://hesk.uservoice.com/forums/69851-general/suggestions/994161-restrict-login-using-a-sql-database-containing-use or https://hesk.uservoice.com/forums/69851-general/suggestions/1083849-customer-database fit your needs (although for an old version of HESK)
Not a true "department" feature but rather a login for different organizations using the same HESK.
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Jonas commented
a ticket sent to support@... shall create a ticket in category supprt
a ticket sent to feedback@... shall create a ticket in category feedbackWould love this feature, hope it will be done soon, even though this is from 2010!!
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Thomas Kuhlmann commented
Hi there, this is one of the most requested feature. Do you plan an implementation in a timely manner. With all best thanks, Thomas
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Manu commented
+1 it misses a lot ;-!
Department or customer company (Hesk user will choose...), important thing would be to have categories (and subcategories) for each Department or customer company. -
ANONYMANONYM commented
This is good idea, please add it
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Aniel Kesharie commented
this is a good one! an export based on differten companies would be nice te have
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Elena Caramanico commented
i suggest every category and department has different email address.
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Jorge Hernandez commented
It will also helps, so we don't have multiple HESK instances running (one for each department) each with it's own database with their own Misc fields, etc.
Thanks Klemen.
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Alcazar commented
Subcategories would be nice, but what would be more important is assigning custom fields to categories. Currently all custom fields are displayed always, no matter what category the user selects. But not all fields belong to all categories. You can leave the CF in the settings area but in options one can add the categories where these fields should be displayed. Thanks.
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Michael Phillips commented
I have the same issue, I have departments, I need to be able to put a user in a department/group and be able to assign that ticket to the user assigned for that department, I have added the custom fields, but don't see a way to tie it together with the department/group
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Anonymous commented
Before departments we could use braches/locations.
We achieved this using custom fields. -
Farnsworth commented
Departments are nice if implimented along with email parsing. Example: client writes to billing@mydomain.com it would be put into the Billing Dept. And if they write to support@mydomain.com, the ticket would be assigned to our support dept.
Another use of email parsing is for those of us who have multiple companies. For example, if email is sent to support@companyA.com it goes into the CompanyA dept. And if email is sent to companyB.com it goes to the CompanyB dept.
We use Kayako and it does this well. We love the feature and would like it in Hesk.
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OpenUru.org commented
This is my #1 choice of feature requests listed. There are some comments here preferring "departments." We have a custom field called "Products". We'd like to have a different set of managers see and handle each product. Or the term "Projects" would be equally good if nto better and, I think, is more descriptive of what is desired for this featire.
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Ann commented
When Hesk has Subcategory feature, it's more reasonable if user can move a ticket only between Cat-, or Sub-Cat that he/she has permission, instead of between all the Categories.
One more suggestion is user can stick to one or more folders of KnowledgeBase. He/she can post, edit or view private article only in these folders. -
Ann commented
I think the feature that allows Categories to divide to many sub- and sub-sub-categories, similar to Knowledge Base will make Hesk a perfect helpdesk software.
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Just me commented
I'm not sure if this will fit in with my needs.... but this is what I suggest regarding multiple departments feature. My company sells multiple types of software. If someone is searching for help with a piece of software, and they arrive at the help desk via that software's webpage, they shouldn't have to type the software name in to the search bar along with their question. Hesk should have a drop down category box that allows the user to select the software/product/service/department they are specifically looking for answers to. The field could be "all" by default, or guess the category and display it by default depending on the link used to get to the site. (Clicking on the help button on ProductX page would bring the user to the Hesk helpdesk, with the category for ProductX preselected. Any search the user did would look for answers that relate to ProductX).
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Bri commented
I really think that Hesk could benefit from this function. How I see it working is keeping the categories/departments as they are at the moment and allow support staff to be assigned as to one or many as it is currently. However, each of these categories able to hold sub categories in a simlar way to the knowledgebase which are also editable.
This way you could assign staff to say 'Hardware > Printers' or 'Hardware > Keyboards' for example or simply have a staff member be assigned to just 'Hardware > All'.
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Ed commented
Agreed but don't call them "deparments". I plan to use this with about 30 different customers so it would be great to be able to group by "customer" vs. departments. Perhaps make the option title editable.
Along the same lines (and the user/customer name database suggestion) is to allow some or all in the department/user/customer category to view tickets for their respective group.
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Daniel commented
My company is really in love with this software. It has really helped us become more proficient in what we do. We started with only two departments wanting to be on the Hesk system, but now I have several site locations wanting to tie into it. So I really believe that having departments & sub-categories would greatly benefit not just my company but others as well.
And just a side note "Hesk Rocks!"
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Daniel commented
Correct! I don't think I explained that too clearly looking back at my comments. But yes, I think it would be very beneficial to have departments as the primary category and each department having its own sub-categories. In addition, when creating an individuals account, have the option to tie them to a specific department, which will eventually tie them to the sub categories.