336 results found
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Add new field to tickets, closed_on (datetime)
This field represent the datetime when the ticket is really closed. This datetime could be different than worked time, especially when you try to get the aprroval from your customer.
Based on this we could analyse how log it takes to get the acceptance from customer after you resolve the problem.1 vote -
Adjustable Fields in the Open Ticket View
We would really like to be able to add and sort by our custom fields in the Ticket View window. For example we have 9 locations and one of our custom fields is location. Our techs are also location based, so it would be nice for them to sort the open tickets by location instead of using search -> location = 'this location'.
Thanks!
1 vote -
ability to grey out some options in custom drop down box
In custom drop down field enable ability for admin to grey out some listed options in the custom drop down box.
1 vote -
Searchresults
I would like to see the number of searchresults when searching in knowledgebase, and see articles ánd categories found
1 vote -
Knowledgebase startpage
I would like some stats on the knowledgebase startpage:
- number of categories
- number of articles
- total number of read articlesAnd not only NEW and POPULAR items but also RECENTLY CHANGED
1 vote -
standardise the column widths in the admin homepage
Currently they are all different depending on what is in the field, which looks messy1
1 vote -
create hidden identifier for private categories.
Where category is not a public, customer may receive direct link to hidden category (from stuff). For example, when helpdesk have defined each projects in my company (as categories) only selected customers who receive helpdesk link may have possibility to send ticket for hidden category.
1 vote -
Break out the different statuses into tabs
I like the idea of the New, Replied, Waiting for reply, In Progress, and On Hold. I like that I can hide them too, but I would like for a quick way to see the statuses that are hid. I was thinking maybe tabs across the top, with the headings of the statuses and a number indicating the number of tickets on each tab. Perhaps, and default view displaying what you have now, and then a tab for New, On Hold, In Progress...and so on, each with a number beside them showing the number of tickets. Or...maybe just a little…
1 vote -
Change default tinyMCE settings/setup
Using TinyMCE to create KB articles is painful. It could be made somewhat less so by changing a couple of relatively minor things, including: increasing default font size from "8" to "10" and adding in the table generation and table modification toolbar buttons.
1 vote -
Ability to Re-send the link to a ticket
I would like a button on each post which enables the admin user to re-send the customer a link to their ticket.
"Dear customer,
To view or reply your ticket for [issue_here], please click this link:"
1 vote -
Embargo/set delivery time for responses from Admin user
Be able to set a time range during which admin responses will be sent (so that responses are sent only during the set time range, such as 9:00 am to 5pm. Monday through Friday).
Why? I often respond to user inquiries outside of business hours, such as at night or weekends, but I don't want the response delivered until normal business hours, otherwise the customer starts expecting 24/7 availability for support. The customer thinks, "Ah, support is responding at 10pm. I'll write back now with my next question..." and then the customer expects you're always available and checking email.
Ideally,…
1 vote -
various development
hello, I bought a license and despite hesk find it very well done would be useful to have some things, for example:
1 - a press that can get me a summary of the processing times of the ticket for the purposes of statistical and control
2 - a press that can get me a summary of the processing times of the tickets for statistical and control per-user and / or category
3 - possibbilità users to have staff with more restrictive permissions such as the impossibility to re-open a ticket or not to change the category
4 - the…1 vote -
report processing times of the ticket for user
a report that can get me a summary of the processing times of the tickets for statistical and control for user and / or category
for these change also would be willing to pay a reasonable price to support the development
1 vote -
major user restrict
users to have staff with more restrictive permissions such as the impossibility to re-open a ticket or not to change the category
1 vote -
date entry in home page
always on the home page was first displayed the date of entry now displays the elapsed time
1 vote -
Save ticket response as "draft"
Be able to save response as a "draft" instead of sending it.
Why? In case the answer is incomplete, i.e., the admin wants to add more info later after researching the issue, etc.
This would also be an alternative to the feature I suggested to be able to embargo (not send) responses outside of set business hours.
1 vote -
Checkbox text needs to be at the right
Right now, checkboxes display as Field: (checkbox). This is a real problem for checkboxes which have more than one or two words, as they wrap terribly. Could you please use the more standard text-on-the-right for checkboxes?
Thank you
James
1 vote -
reporting
I'm using the category option to assign tickets to clients.
Under reporting now I can see how many tickets a client has called in in a specific period of time.What I really wish to be able to see, is the total amount of time spend on these tickets, within that specific period of time. This because my customers get a bill based on hours, not on amount of tickets.
1 vote -
Add jump links at the top of the canned response page
Especially if you have a lot of canned messages, It takes a good bit of scrolling to find the form. Once you know it's there, you can use control end, but for new support people, it's not obvious. Simple jump links named "create new" or "edit existing" that drop you directly to the form would make that interface more user friendly without a huge change.
1 vote -
auto assign tickets on click
ability to have tickets not auto assign untill an admin clicks them, basically first person to view the tickets gets the assignment that way you never have tickets assigned to staff that are not working that day and you don't accidentally have multiple staff working on the same ticket. you click it, you keep it
1 vote
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