336 results found
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Better multilanguage support
It is a nice feature to provide user interface on more languages. Lot of companies provide local support for local customers and international support on English.
Now the customer can select the language of the form and the language of his first email is OK.
But the email notification about the staff activity uses the language of the staff interface. It is confusing. In my opinion a new field should be added to the ticket table called ticket language.
Every email should use that language instead of the session language.
Additionally submitting a ticket from admin panel in the name…15 votes -
add mod_rewrite for pretty and recognizable urls. Thanks!
Linking people to knowledgebase.php?id=4 isn't very goodlooking.
A ticket could be /ticket/ticketID/
The KB could be under /knowledgebase/
And its articles under
/knowledgebase/category/page-name/
and
/knowledgebase/page-name/Would be a nice improvement!
15 votes -
Integrate login using gmail
Login integrated with gmail account verification.
Automatically create the user as normal staff once verify.
by doing this, the user does not need to remember a separate password.14 votes -
Collect browser/OS information
Collect browser and operating system details from the customer, such as browser type and version (IE, FireFox, Chrome, Opera, Safari...), operating system (Windows 7, Vista, Linux, ...), screen resolution and more (as far as practicable).
14 votes -
whiteboard or chat for staff
for fast communication between staff members, a chat oder whiteboard would be great.
14 votes -
Make it possible to re-arrange responses by dragging and dropping instead of using the up and down arrows
It would be easier to arrange canned responses on the list page by dragging and dropping them into place instead of having to push them up or down one place at a time with the arrow buttons.
13 votes -
restricted access to knowledge base
Depending on login a customer should have more or less restricted access to articles or categories. The admin assigns (multiple) article types or categories to a customer with login. The customer has no admin rights.
13 votes -
More reporting options
In reports, selecting the date or time period would exactly return the list that appears on the tickets on the administration main page with the option to print the report.
13 votes -
13 votes
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Send reply attachment through email
The system handles incoming attachments perfectly. Our sales team is offsite and does not have access to internal Hesk. It would be great if the reply notification has the attachment in the email instead of requiring them to access the ticket.
12 votes -
Add capability to type/search for people, categories, and canned responses
It would be useful not to have to search through the entire drop-down list for:
- people to assign the ticket to
- categories
- responsesI would love to be able to type into a search box for each of these categories and see only results relevant to what I've typed. (eg. If I am looking for "John Smith" I might type "Jo" and then a list of only the names that have "Jo" or start with "Jo" would drop down for me to select from.
11 votes -
Capture customers from CC
Hello,
Would it be possible for HESK to capture customers using the CC line of an email? for example, a customer sends an email to helpdesk@example.com, CCing other people, HESK takes the email, converts it into a ticket and puts the people in CC as part of the customer(s) that sent the ticket (kind of like a ticket with multiple emails), this to avoid HESK creating new tickets when people from the CC line replying to the email.
Thanks.
10 votes -
Recurring tickets
Would like to see a recurring ticket option. Ex. HVAC filter replacement each month or X days and/or oil changes in company vehicles.
10 votes -
View without download
Going down will be mentioned in the things to do on the portal. Review the image and our review from this download.
10 votes -
Ability to type to find drop-down items
It would be nice to be able to type into the different changeable fields (category, assigned to, status, etc.) to find the selections for those fields instead of always having to find them in the drop-down menu.
10 votes -
reply to multiple tickets - one click - but with specific answer for each ticket
in a display of, say, 10 tickets, we'd like to select ticket 1, 4, 6, 8, 9 and click them so that we could enter a specific answer for each one but then hit the send button to send all in bulk
we know there is a way to send the same reply to a bulk selection of tickets
but there isn't a way to send a ticket-specific reply to each ticket in that bulk send
in other words, you can type in a different reply to each selected ticket but then hit send to send all those replies out…
9 votes -
Print reports
You might want to print reports but actually you can only view them. I would add a button on reports page to have the "printer friendly" version page.
9 votes -
add the ability to assign multiple tickets to a technician at one time.
From the main admin page that lists all the tickets if there was the option of assigning all the checked tickets to a technician at one time that would be great. Right now you can mark resolved, tag, untag, merge and delete checked items but you have to click on each one to re-assign. If you could select several and re-assign them at once that would make it quicker to route multiple items. I'm thinking about this from the perspective of email coming in that gets routed to Hesk and goes into the default general category (category 1).
9 votes -
Differnet Email Addresses for Each Category
My company develops software products and rather than have separate support desks for each product, I have just the one ‘ corporate’ HELP DESK, and I have put my software products in ‘ Categories’ in that help desk.
The big problem is that I can only create a single support email address, so when I get email notifications about a product, those emails all get dumped into the one single email address.
This them becomes very cumbersome, and time consuming to sort those support emails out into the specific products
I would love to see a new function that would…
9 votes -
Calendars, System log, administrator Special Tag, feature Menu admin. and cron job manager
A feature request, you can add is Calendars, System log, administrator Special Tag, feature Menu admin.
It may be that a system of calendars and alerts visits, open ticket alert for a long time is added.
add a system where all actions and time who register. to check for faults or errors in any process.
administrator for special tags, tag and unify the email response system and internal messaging system application tags.
http://www.hesk.com/knowledgebase/?article=35
http://www.hesk.com/knowledgebase/?article=66in this topic:
viewtopic.php?f=13&t=5237- feature Menu admin: to enable o disable features: Calendar, admin areas, and other news.
5 one cron job manager with templates.
if…
9 votes
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