336 results found
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Dashboard with Calendar/Tasks
Can you add a Dashboard to HESK that includes not just the tickets assigned to the technician logged in and all tickets, but also a calendar with tasks for the whole department on that date, etc. If it can be customized, even better.
Thanks.
29 votes -
Display time and date when customer read ticket response
Currently when a message is posted, the admin can see that "the customer has not yet read this response". When the response is read, the message is removed. It would be helpful if the message was replaced by a date and time that the message was read.
29 votes -
Embed an Article Inside Another
Add the ability to include the contents of a knowledgebase article within a different knowledge base article.
For example, lets say you have an article explaining how to Step A and separate article explaining Step B. You want a third article to explain the context of Step A and B and also include their content. Instead of the third article containing links to Step A and B, you could embed the Step A and B articles directly into the third article.
If Step A or Step B are updated, the changes will also appear in the third article since they…
28 votes -
email address sets category on email piping
When ticket is created via email piping, the email address the ticket was sent to should define the category. For example:
An email to sales@example.com will be assigned to "Sales" category
An email to support@example.com will be assigned to "Support" category26 votes -
vacation mode
if a staff member is out of office, it should be possible to enable vacation mode. If enabled, no ticket assignment is possible or another staff is alerted.
26 votes -
send email confirmation before new ticket is submitted
If a user submits a ticket, a verification link must be sent to his email before the ticket gets submitted to a department (like confirmed opt-in).
This is useful because if a malicious user knows a customer's email and pretends to be him, he can't submit the ticket unless the customer is notified and confirms the link from his email.
25 votes -
LDAP Authentication for users
Can HESK be allowed to use LDAP as its user's database, or at least allow users to authenticate using LDAP and create a HEASK user automatically so any domain user can login and check their own tickets?
This way, people don't have to look for the email with the link to their ticket(s), instead just login to HESK and look at the status of their tickets and reply to them if they need to.
Not just for Admins, but for users in general.
Thanks Klemen.
24 votes -
add an indication that the ticket is currently open.
It would be useful to know if someone else is currently viewing the ticket even if there was no indication of who it is. I work with another person on resolving Hesk tickets, and every now and then we both end up responding to the same ticket because one forgot to assign the ticket to themselves or because we both happen to click on the same ticket around the same time. This could be annoying and confusing for our customers since they would receive two reply notifications, and is a time waster on our end.
24 votes -
Database backup and restore
A tool to backup and restore the HESK database from within the script.
24 votes -
search in knowledge base category
When knowledgebase is wide and structured, it is useful to restrict search results to current category and subcategories.
23 votes -
What about a plugin that allow the activation of SSO on hesk ?
It would be a wonderfull idea to implemente a Single Sign On plug in to hesk, wouldn't it ?
So people wouldn't have to enter their name and email address :)23 votes -
E-mail verification
Option to require customers to verify their e-mail address before they can submit a ticket.
22 votes -
SMS Capability
I would love to see an SMS feature to be able to page someone when a ticket comes in. We're not always at our e-mails, but a good helpdesk needs to be able to respond quickly.
19 votes -
Ability to search in all fields
It would be nice to have the option to search a particular term in all fields at once for situations when you're not sure if the search term is in the someone's name, or their email, or in the notes, etc.
19 votes -
Allow users to comment on knowledgebase articles.
We are planning to use Hesk as our primary helpdesk and use the KB to decrease the number of reoccurring questions. It would be nice if users could post comments on KB articles, if a user thinks he/she has some additional information they think is missing in the article.
User-help-user more or less.
19 votes -
html mail
Use html mail for viewing and sending! including html signature. It is 2011 nog 1991 i think...
19 votes -
Alphabetize Categories and Assign To drop-downs
Our company has a lot of people using Hesk and pretty much the maximum number of categories possible. It would be great for these to be alphabetized, or for people to be able to customize how they want these lists sorted instead of the lists just being in the order things were created. Also, a drag and drop feature for changing the order of things in Hesk in general would be wonderful.
17 votes -
Can add a file in canned response
Can add a file in canned response
16 votes -
16 votes
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Allow tickets to auto assign to users based on Subject/Message
Allow tickets to be auto assigned to a specific User or category based on Subject/Message
16 votes
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