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336 results found

  1. Add New KB Article as a Shortcut to existing KBArticle or option to list under multiple categories

    Hi, thanks for this fabulous software, I have been using it on various websites now for more than five years, I think.

    One of my clients would like one article to appear under two or more categories, so at the moment we are just duplicating them. The danger there is that if he updates one he might forget to updates the duplicate.

    My suggestion is to have either of these options:

    1. Wwhen adding/editing an article, have an option to redirect it to an existing article, rather then inserting content in the text box. A shortcut, so to speak.

    2. Or, have…

    1 vote
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  2. submitted by POP3 fetching, category edditable whitin Hesk

    submitted by POP3 fetching, category edditable whitin Hesk

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  3. imap/pop3 folder and move to another foler options required

    in the pop3/imap setting, there should be an option to select a email folder from which it should fetch the mails. Also we should be able to mention a folder to which the fetched mails need to be moved.

    1 vote
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  4. Activate or Deactivate Ticket System

    Some time can be userfull turno off the ticket system with a customizable message to the user like : ticket is temporary disabilited, try again in a few hours.

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  5. Delay till office hours

    I like to answer tickets whenever i want but...

    I found out that many of my customers find it unprofessional when i answer them during the night or on Sunday.

    Can you add a code that delays my answers till office hours?

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  6. Move Settings to the database

    Keep inly the database settings on hesk_settings.inc.php, move the rest to a table in the database, so upgrades are easier to accomplish.

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  7. Can we have the subject field in the ticket search the KB on submission

    Would be helpful if the subject field on the ticket was to search the knowledge base on submission.

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  8. email resolved

    Email Customer on setting status to Resolved.
    Would be nice if when the status of a ticket is set to resolved that an email to the customer letting them know that the helpdesk thinks the problem is resolved could be generated. Then if the customer thinks it's not resolved they can just reply and the ticket gets opened again.

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  9. important

    Important knowledge base articles marked by CSS
    I think it' s a great idea to mark certain articles in the KB as important. But they are not shown as "important" in the KB overview (only in "edit KB view". I looked at the code and there is no CSS tag attached to them which would enable me using CSS to mark them as special to the "normal" reader.
    Same goes for the icon of the article. This could (should) be using a CSS tag as well.

    1 vote
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  10. Create a ticket and not send the initial message (as it is now)

    It would be really nice to be able to create a real ticket from the backend. The way it works now is confusing for my customers (and me to be honest).
    Idealy a ticket would be created in the way client tickets are created.
    The way we create tickets now is to make a new ticket, leave the message blank and uncheck send e-mail notofication. This is clumsy and not very professional

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  11. display the technician assigned on the home page as a sortable column

    it would be great to see a list of the issues and the technicians assigned to them on the home page. this could be a sortable column and would be a huge help on the home page.

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  12. open source hesk

    open source hesk and provide a github account

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  13. all correspondance via email without the need for web interface

    For users who do not want to expose a ticket system to the web. (Keep it in-house). Customers send and receive all communication via email.

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  14. Ticket ID

    For those of you who need to print ticket ID instead of tracking number if you require the system to be standalone.

    1. Find print.php which is in the main directory

    2. edit the file and go to "Print ticket head" and change the following line:

    <td>' . $trackingID . '</td>

    to

    <td>' . $ticket['id'] . '</td>

    1. Save the file and your good to go.

    Enjoy

    1 vote
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  15. all tickets to excel ?

    all tickets to excel ?

    1 vote
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  16. Add to the list of tickets column "Created" and "Attachment".

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  17. Fix display of tickets by Category order (code attached)

    PROBLEM: When the list of tickets is displayed, the categories are not listed in the order specified in "Manage Categories" (version 2.4.2)

    SOLUTION:

    1. in inc/print_tickets.inc.php, line 38, change this...

    $sql = "SELECT t1.* , t2.name AS repliername
    FROM ".hesk_dbEscape($hesk_settings['db_pfix'])."tickets AS t1 LEFT JOIN ".hesk_dbEscape($hesk_settings['db_pfix'])."users AS t2 ON t1.replierid = t2.id
    WHERE ";

    ...to this:

    $sql = "SELECT t1.* , t2.name AS repliername, t3.catorder
    FROM `".hesk    dbEscape($hesksettings['dbpfix'])."ticketsASt1
    LEFT JOIN    ".heskdbEscape($hesksettings['dbpfix'])."usersASt2ONt1.replierid=t2.id
    LEFT    …

    1 vote
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  18. Multiple Email Notifications

    Would be good in the hesk settings area to input another email address ticket notifications go to instead of having to manually edit php code.

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  19. Create ability to search by "assigned to"

    It would be great to be able to sort by and/or view according to the person a ticket is assigned to. There could be an Assigned To column on the tickets page, perhaps before or after the Last Replier column.

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  20. Hesk 2.6.5 Run Report Time Zone Bug

    there is a Bug in "Run Report".

    I am using hesk in NZ , My server time zone is US .
    after increasing 17 Hours in hesk settings. New ticket goes to latest date eg 12 Sep right time.
    But if you will "Run Reports" it will show into 11 Sep according to server US time Zone.

    In other words, job entered on 12 Sep will show in 11 Sep.

    How to fix that??

    1 vote
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