336 results found
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Setting option to display all knowledge base Article in index page
Customer will see all public article without clicking "View entire Knowledgebase"
1 vote -
multiple companies
Many companies appoint a single staff member to funnel tech suppor through. Under this model, that person needs admin access to see all the tickets created for their company but granting admin access allows access to all tickets.
Current workaround is to assign that user staff rights but only to a specific category which you create with the company's name.
The problem with this is that the full list of category's (aka companies) is viewable by each Staff user. Finding a way to block all "category's" except the one restricted to the user is necessary.
This scenario is also applicable…
1 vote -
Open tickets: display if response has been read by customer
On the "Open Tickets" page, indicate whether the customer has opened/read the response provided by the support person.
This info is displayed in the ticket detail page, so it should be easy to include on the summary list. Ideally, it would be added to the choices of which optional columns to display.
1 vote -
1 vote
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Archive tickets
A feature to archive tickets that are no longer needed or used would be great. It can flag them as archived so they don't appear in the current resolved category
1 vote -
Statistics
You have a statistics under reports in hesk demo, but it´s currently only in hesk Cloud. and thats sad, can you add this for people who have licens on hesk? :)
1 vote -
have the ability to be able to create customers. then each category can be tied to a customer
it would be usesful to be able to create customers then have the ability when creating tickets to be able to tie up a customer to a particular category
1 vote -
Make translation easyer
Not all translations are correct translate. I hav e a dutch website and not all is properly translated.
Now there is most of dutch and some titels and words in englisch. That looks not professional.1 vote -
select all or deselect all
in the section where you select "Show Tickets" options, it would be nice to have a select all or unselect all section items.
One for "Show tickets", "Status" and select for "Priority" etc.this would for example speed unchecking all the "Status" item and etc. for search purposes.
Thanks,
Rad1 vote -
have the option to convert any reply to new ticket
most of the time i need to convert a client reply into a new ticket and/or add a todo list to the current open ticket to add tasks
1 vote -
Location Tracking
We are using your help desk / knowledge base feature to service our retail clients. Each location (retailer) has their own web pages with a help desk link. Once we transition over to HESK we would love to remember which retailer (location) the client has come from. We would like to brand (colors / logos) each "version" of the hesk system to the look and feel of the "location" and maintain navigation through the help desk without losing the "location"
1 vote -
Shade staff and customer reply boxes differently
I noticed in the demo when viewing a ticket, the boxes aren't well defined. A shaded header, or shading the entire box would help.
1 vote -
Require a staff reply in order to close a ticket
I need an option to be able to require that staff include at least one response to a customer issue before closing a ticket. I need this to ensure accurate submission to first response metrics that I pull from the database and report to management.
1 vote -
Searchable template on ticket page
If you have too many template, is difficult choose one from drop down list. Maybe it would useful if you can choose with typable drop down list.
Thanks
1 vote -
hesk_custom_field_type missing field of type datetime (timestamp)
missing field of type datetime (timestamp)
1 vote -
Feedback of Client when Ticket is Closed
It is necessary that the response given by the user is evaluated through a feedback at the end of the ticket, which can be with stars.
The end date is also essential in the update, since, if a closed ticket is reviewed or viewed, the update date may change.
1 vote -
Ticket template for users and admin
I'd like to be able to provide templates for my users. We have librarians that needs to include specific info in their tickets, and it's be nice if they could select a template to provide a layout for them to fill in.
Also, the ability for templates to also fill custom fields. I've considered giving librarians access to our ticket system, so they could use templates, but it really would help them if the custom fields were also populated from a template.
1 vote -
Folders for resolved tickets
I have a government client who requires me to save their resolved tickets for a certain period. It would be nice if I could create a folder and put all of their resolved tickets in there. They don't necessarily need to see the folder, but when they search a ticket number it will show them the results. It's more for my organization of resolved tickets so they are not all bunched together.
1 vote -
shared address book
shared address book -available for team , permission to manage for "special user"
1 vote -
view original email
it would be great if you can see the original email when customer adds something to the ticket by email, e.g. when he marks text with color, you don't see it in the ticket...
1 vote
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