336 results found
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deactivate users in hesk
under Manage users --> Options I missing a button to deactivate users.
It would be a good function in hesk.5 votes -
Tickets Type
Hello,
I would be very helpful to have tickets type in HESK, for example, Type=Task, Type=Change, Type=Support, etc. and these types can have their own fields associated to them, for example, Field for Change=Approved, etc.
This to differentiate what kind of tickets they are and also not to have the same fields for all tickets.
Thanks.
5 votes -
Send Ticket to external Support via Mail
It would be good if you could direct a ticket to an external support address (for example, manufacturer support). This replies by mail to the mail. The answer is entered in the ticket and informed both to the customer and to the support staff.
5 votes -
Additional Information in List All Tickets Email
It would be nice to add additional information to the email sent to users with the list of tracking IDs, such as date of submission, first line of message or custom fields.
5 votes -
Prevent Duplicate Entry of Ticket
I want to prevent of duplicate ticket from same name within a YEAR. So, option of this (Whether you want to allow only one ticket in a YEAR? = Yes/No ) should be in the setting. Please accept this idea.
5 votes -
Move the KB search box below the ”ticket buttons”
Having the KB box at the top of the screen, then the ”new ticket / search tickets”, and then the KB below them, isn’t an intuitive flow on the page.
I prepose having the search box just about the KB, and the ticket related buttons at the top of the page.
5 votes -
Multiple Participants/Email Toggle
We often have multiple emails (participants) on one ticket by separating email addresses with a comma. It would be helpful to expand upon this idea by having a toggle in settings to show the participants of the ticket when there are multiples. I often have customers ask me who else is copied on the ticket and it would be nice to have the option of showing automatically. Also, to expand further, when there are multiple people replying to the ticket , there is no way to know who responded unless they remember to type their name in their own response.…
5 votes -
Level of Priority
It will used for staff. It is a kind of priority (needs to be solved first, second, ...), not the urgency (available nowadays).
4 votes -
Add a progress bar for file uploads
Particularly for large ones. Mac Safari provides info on downloads. Not sure if this is available on IE. If not, a download progress bar would be nice too. ty
4 votes -
Notify customer when ticket status changes
At present a customer can log a ticket but has to log in again to see if it has been given a status. It would be good if the customer was given an email aler when a ticket went from "new" to "in progress"
4 votes -
Create Parent Ticket (similar to merged tickets)
We use merged tickets a lot. It would be nice to have a "Parent" ticket that doesn't merge all of them, but acts as a parent above the children. That way you can respond to individual customers if needed. When the Parent is marked as resolved, the children switch to resolved as well automatically.
4 votes -
In addition to canned responses, it would be great if the reply window offered spare buttons for inserting customisable standard email text.
As as example, for our normal Outlook email helpdesk, when I open up a blank email I have approx 6 macro buttons with standard text that I regularly use in replies. These are things like
- Please let us know if you require any further assistance with this.
- I look forward to hearing from you.
- Please download our remote support tool from 'www.xxxxxx.com'
- Many thanks
- Please visit our user manual at 'www.xxxxxx.com'
- We will call you shortly to discuss this issue.
All of the above text are things that regularly get used in emails but do not…
4 votes -
Meta tag description, keywords
I would be great to add meta tag description and keywords for each page, and for articles too.
4 votes -
4 votes
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Newsletter
Newsletter function so my customers can get a email when i fix a new articles
4 votes -
Multiple email address for notifications to client
Could you allow for multiple email address to be entered in when clients create help desk tickets. Many times not just one person is responsible for resolving issues with our software. Often times it is a team of technical support people on the client side who are responsible for fixing/tracking the problem.
Thank you in advance.
4 votes -
Add skins/themes for hesk3
It's hard to get used to the hesk3 style when you come from hesk2. You could add more skins or themes maybe with different styles
4 votes -
Show Knowledge private Assigend to Staff
Knowldege private should be not available for all staff, like in catogarization we can set which category staff can see tickets. Some functionality should be available in Knowledge private.
4 votes -
knowledgebase difficult to navigate - add side tree view menu
Add side menu tree view so you can easily navigate multiple articles without going back and forth all the time
A good example of this is here:
https://www.digitalocean.com/docs/images/snapshots/how-to/4 votes -
Put the "Submit a Ticket" and "View existing tickets" on the knowledgebase.php page.
We send everyone to the knowledgebase.php page from our website. However, the submit a ticket and view existing tickets are not on these pages. In the older version of Hesk I had figured out (with a huge amount of help from Klemen) how to add these, but with the new design I don't have a clue.
It would also be nice to have the service messages on the knowledgebase.php page as well. I think more customers spend time on the knowledgebase.php page than anywhere else so to me it makes sense to have these thinks on this page.
4 votes
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