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337 results found

  1. Missing import from tickets of another helpdesc installation

    Export of tickets is possible but not the import.

    3 votes
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  2. I would like to read the ticket in the email and can answer

    I would like to read the text of a ticket in the email and can answer without opening the helpdesk.

    3 votes
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  3. Only allow Email ACL

    I use the e-mail ban option to ban email domains and emails. This is great but then I gets tedious if there is a new email domain or account that submits a ticket request but its not a supported domain or account with rights to submit. Having the option to only allow will help in configuring email Bans to only serving approved domains or accounts.

    Thank you for reading and considering this. Hope to see this feature request on the next update.

    Thank you to all the team there in HESK and Mods for HESK

    3 votes
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  4. Suggestion for the next version

    1. When adding a customer field for drop down selection. And when we opened the ticket again in the next time the drop down selection is missing and we have to select it again.

    2. Grouping option is good for some operation.

    3. Reporting with graphical representation is much attractive.

    4. Reports with multiple selection is very useful for performance calculation.

    3 votes
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  5. Add the option to include links to delete or resolve a ticket in the email templates

    It would be really nice if there were links that could be inserted into email templates to delete or resolve a ticket.

    On the Staff side, this would allow the deletion of spam tickets with fewer clicks, or the resolution of a ticket that doesn't need any further replies.

    In customer emails, a link to resolve the ticket would make for a better user experience by making it easier and faster to resolve the ticket without having to figure out how to do that in the interface.

    I haven't played with it much yet, but it appears this isn't possible…

    3 votes
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  6. Put a number to every user-permission

    If in the left side of every (Staff (you can limit features and categories)) permission feature is placed a number, you will be able to set an especific rigth to a user. For exaple: A user could have ri rights: 1, 5, 12, 12. Another: 1, 3, 6, 7, 9. Etc. In this way it will be easier to have the correct features for an especific user.
    Thanks

    Sincerely

    3 votes
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  7. Fetched tickets save html

    Saving fetched tickets from html-formatted pop3/imap messages.
    Very necessary.

    Now, fetched messages are converted to plain text.
    All layout of the original html formatted message breaks down.

    If the original fetched message used tables, then the received ticket will be not so good.

    The width of the text in the ticket message becomes the same as the width of the first column in the table.

    Maybe it can be fixed?

    Sorry for my english. And thanks

    3 votes
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  8. Configurable recording of user IP address (DSGVO)

    implement configurable recording of the IP address of users:
    - fully
    - truncated (e.g.: "123.456.789.###")
    - disabled

    3 votes
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  9. markdown editor for knowledge base

    Hello,
    It couldbe more useful to have a markdown editor for the knowledge base . The documentation could be more simple to import or to create.

    3 votes
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  10. Please allow us to add images to the service announcements under tools

    Please allow us to add images to the service announcements under tools

    3 votes
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  11. Need a script for service announcements

    Need a script to the service announcements to interact with our site, change color in our system when there is a new service announcement created on your site to send our site a reaction

    3 votes
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  12. sms module

    integrad sms module

    3 votes
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  13. Permission "Lock ticket"

    It would be nice when we can manage the Permission "Lock ticket".
    Currently every Member is allowed to do this and we can't manage this Feature

    3 votes
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  14. Display the number of new tickets in the page title

    Display the number of new tickets in the page title like this:

    [#] IT Support eTicket

    '#' are a number of tickets that are still "New" Status

    Ex:

    [1] IT Support eTicket

    3 votes
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  15. Time Management

    It would be great if I can "manage" my time which is added to the ticket.

    For example:
    I add 5 minutes two times. In the ticket I could see the two times listed like this:

    5 min. => Description of the task
    5 min => Coded a feature for my customer

    3 votes
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  16. Customer login system and ticket panel

    Add customer login system and ticket panel so customer would not have to check every single ticket with ticket ID but he will have all tickets in one place. Just simple login, password and tickets list - that's all.

    3 votes
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  17. Canned reponses labels

    Can you please add option to setup default ticket label in canned response? When staff use that canned reponse and label for that canned reponse is setuped, system should auto change label of the ticket.

    3 votes
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  18. reply directly by email like GLPI permit it.

    reply directly by email like GLPI permit it.

    3 votes
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  19. Have article go to a direct URL

    Give the ability to have an article in the KB to redirect to a URL

    3 votes
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  20. "Due Date Calender"

    Disable past dates while creating a new ticket.

    3 votes
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