336 results found
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Forward ticket via email
I would like the ability to forward a ticket via email to an external staff member
3 votes -
OAuth for Admin Access
Straight forward idea: implement OAuth integration for access to the admin panel.
3 votes -
Create a user who has the ability to oversee but does not receive submitted tickets
It would be handy to create a user who can log in and oversee how tickets are progressing. As it stands, creating an ID for my boss means that he will also received submitted tickets
2 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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I would like to be able to print the notes that are hidden from users. Have a separate ticket print for support with the n
I would like to be able to print the notes that are hidden from users. Is it possible to have a separate ticket print for support with the notes on it?
2 votes -
Stuff avatar
Little rectangle picture next to your name in the response would be great:)
2 votes -
Have a review date on each knowledgebase article.
When the article is created, there could be the option to either review the article x months in the future or at a specified date. When this date is reached the article could be flagged for review, where it could be modified and reposted or just reposted. This would ensure my knowledgebase stays relevant and current.
2 votes -
report processing times of the ticket
a report that can get me a summary of the processing times of the ticket for the purposes of statistical and control
2 votes -
ticket sequence number in email customer
the possibility of the sequence number of the ticket is only visible in the detail of the ticket, in the summary of the home page you can not see, you do not even see in the email that the user receives
2 votes -
Bulk management of knowledge base articles
Allow for selecting multiple KB articles to do bulk actions on. For example, creating a new subcategory and then selecting 5 articles and moving them to the new category. Or approving a group of drafts at once rather than having to click in and edit each one to change the status.
2 votes -
2 votes
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Notification of update contains reply information
an option to enable so when a user or staff member adds something to a ticket, the auto update email that goes out that contains the message that was entered, or the reply that was posted.
2 votes -
Request close
I think a "Request Close" status would be nice, to make sure only the client and/or the admin can close tickets... The staff select this status when the ticket is done and the admin can verify the ticket and then close it.
With this the admin can check the tickets with "request close" status and see if they are really ready for closure. Might me as simple as adding a status message but i'm not sure how to do it.
2 votes -
Add custom text at the top of New ticket screens for special messages
On the two New ticket forms I have a custom message that says to be sure to call our call center in addition to opening the ticket (I have it in RED text). I added this message to be sure a ticket did not get missed and as extra CYI. The custom message can be an setup as part of the admin setup fields. I just altered index.php,new_ticket.php, and text.php files to make the change. Thanks.
2 votes -
Save filters
When we filter the tickets, it would be great to save the filter so we can re-use it in the future without having to redefine it all again.
2 votes -
Connection to Monitoring System
Hello Klemen,
Have you consider connecting HESK to a Monitoring System, like Nagios, so it can gather alerts from it and create tickets automatically for them?
Just a thought.
Thanks.
2 votes -
send staff close email...
When i ticket is closed it should send a notification to the staff not just the customer who submitted the ticket.
Also could an update email not be sent to notify other staff/ the customer if the status has changed from new so that the others know the ticket is being actioned.
2 votes -
2 votes
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Ticket ID on Print Receipt
If anyone wants to print Ticket ID instead of Tracking ID on Print Receipt,
change the following code in this file ....\inc\print_templete.incFrom
<tr>
<td>' . $hesklang['trackID'] . ':</td>
<td>' . $ticket['trackid'] . '</td>
</tr>To
<tr>
<td>' . $hesklang[''] . 'Ticket ID :</td>
<td>' . $ticket['id'] . '</td>
</tr>2 votes -
Users portal with prepaid support time countdown
Users portal where every user can check the ticket satus for its business and also a prepaid support time countdown. In this way the customer pay for a certain amount of time as ex. 10 hours. Every amount of time I set in the client profile will be subtracted by the time spent in the ticket so the client wil know the remaining support time available whenever he whants.
2 votes
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