336 results found
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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 -
Add date option in ticket display
In the ticket display block on the administration homepage add an option to select by start date and end date and thus show the tickets by time period.
9 votes -
Multilanguage title & article (Knowledgebase)
For a better user experience (and a simplier handling for admins) with the new feature of the language selector, Hesk should be able to write an article also in the other offered languages.
Additonal display at the frontend an image (country flag) where customers can see if a translation does exist.
With this feature one article could be displayed for more users also in other languages.9 votes -
Multiple categories
I would like to be able to ad a knowledgebase article to more than one categorie, for example "E-mail" ánd "Webmail".
8 votes -
KB authorization level
Who can and cannot see should be added to the information bank categories. The only option for administrators is not enough. Available on my non-admin users.
8 votes -
move the HESK suport forum from PHP Junkyard to the main HESK website.
It would make HESK seem like its own product. Also, allow donation to HESK on its website, so it is completely independent from PHP Junkyard.
8 votes -
Create dependencies between tasks/tickets
It would be helpful if one could link tasks so that the completion of one becomes a depedency for the completion of another (eg 'dig & fill foundation' becomes a dependency for 'build wall').
8 votes -
gmail - smtp - oauth
would love it if hesk allowed me to use my gmail account instead of local mail - i believe it needs the gmail oauth stuff
thanks
8 votes -
Telegram notifications
I suggest adding an alert function to Telegram and Slack messengers. You can also add a pipeline to provide support via Telegram, for example. Email is not always convenient!
8 votes -
SMS Capability
I will love to see the next version of Hesk with an sms capability as an alternative method for notification.
In developing countries like where I am coming from, email is not common, but at least every household owns a mobile/smart phone.This makes it easy to send notifications via sms than email.
Thanks for considering my suggestion in your next upgrade
8 votes -
Add new property as ticket type wich could be event, incident, request, etc.
Table structure could be:
create tablehesk_ticket_type(
idsmallint ,
ticket_type_namevarchar ,
isactivechar
);
insert intohesk_ticket_type(id,ticket_type_name,isactive) values('1','Event','0');
insert intohesk_ticket_type(id,ticket_type_name,isactive) values('2','Incident','1');
insert intohesk_ticket_type(id,ticket_type_name,isactive) values('3','Request','1');
insert intohesk_ticket_type(id,ticket_type_name,isactive) values('4','Access request','1');In hesktickets will add new field tickettype (small int).
Ticket type could be selected in admin form and based on this we use a report for this (similar to category).8 votes -
Browser and sound notifications
Staff can enable browser notifications so they can get notified live and not checking e-mail every moment & sound notification in browser when a ticket gets replied or a new ticket is assigned to that staff member ;)
7 votes -
7 votes
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Give custom status more options
I would like to have more options on custom status just like when I add a status "Will not fix" it should be handled like "resolved"
7 votes -
ticket options updated simultaneously when ticket updated - one click
when staff replies to ticket and changes Ticket Status, Priority, or other ticket options, as well as entering their staff reply, then when you click the Submit Reply button, it would then update all the selected options all with that one click, instead of having to click the options separately. This would save staff time and also help prevent some tickets from not getting all the staff updates in case staff forgets to go back to ticket to do the additional updates. Basically, update all options and replies with one click.
thanks
7 votes -
Simple/basic CMDB - equipment/device database
Most helpdesk applications have an integrated CMDB (see ITIL); for HESK a simple CMDB database would be perfect so that we can track all the assets. Must be able to define different types of asset and must be able to define custom fields for this DB.
7 votes -
Rearrange columns
Rearrange columns in Ticket list, e.g. I have a custom column named "Enterprise" I'd like to see close to name, not at the end of the column list.
7 votes -
Add Amazon S3 support for attached files
It would be nice if attached files could be stored on Amazon S3 instead of locally on the server. VPS storage is not nearly as cheap as S3.
7 votes -
multilingual answers in custom fields
Now we can enter the name of the custom fields in all the languages, but we cannot do the same with ansers in case of a "radio button" / "select box" / "checkbox" field.
Please make the answers multilingual as well...6 votes -
Forward tickets to a 3rd party for resolution/Action
Would be great to be able to forward ticket to our external suppliers when we need to escalate something to them and have them reply into the system keeping a consistent audit chain.
6 votes
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