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337 results found

  1. Make a record when staff or customer lock the existing ticket.

    when staff and customer lock the ticket the ticket not found in ticket list save the record for past used in ticket list.
    also this is done by changing status to resolved save ticket in ticket list while status changed to "resolved".

    3 votes
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  2. Remember Email Addresses from Previous Tickets

    Remember email address from previously submitted tickets, so that a staff member can quickly select an email when creating a new ticket on behalf of a customer.

    3 votes
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  3. Give support the opportunity to contact a specific user.

    Basically being able to open a ticket as a supporter, but the recipient is notified and can respond without being the author.

    3 votes
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  4. Multilingual categories

    It would be great if I could add category names in multiple languages. I see that Hesk has great approach and supports multilingual content, but this one is missing. It’s really inconvenient to keep long category name in two languages. Can you add possibility to key in category name in multiple languages?

    3 votes
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  5. message out of office

    message out of office (auto reply when user from team have signed ticket), for example ticket is open - assigning to user but he is on holidays etc
    date range

    3 votes
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  6. view original email

    it would be great if you can see the original email when customer adds something to the ticket by email or create ticket by email. e.g. when he marks text with color, you don't see it in the ticket...

    3 votes
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  7. Make non-mandatory field to mandatory or vice versa

    I want to make a field ( Assign this Ticket to: ) non-mandatory to mandatory OR vice versa. How can I do it ?

    3 votes
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  8. Move ticket search to top of ticket list

    Move the ticket search that is currently at the bottom of the ticket list to the top of the screen. This would help with not having to scroll through a list of tickets every time I want to search for a ticket. Also, make the default selected option to search by "Subjet" not "Track ID".

    3 votes
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  9. SEO friendly URL`S for Knowledgebase

    SEO friendly URL`S for Knowledgebase

    3 votes
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  10. Filtre

    It would be good to filter by the top categories in the panel and save it as default.
    It will make things easier to view the custom created category and exception filtered.

    3 votes
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  11. Add an anchor to the notification link.

    When notifying a response, the user receives an email with a link to access the ticket. When we made the choice to put the most recent at the bottom of the page, it is problematic, I think it would be a good idea to integrate an anchor in this link, in order to arrive at the right place on the page without having to go down the page.

    Example: a link with "#ID" anchor (ID corresponds to the ID of the last message posted) which redirects to the block with the corresponding ID.

    3 votes
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  12. Routine scheduled tasks

    A repeatable ticket that is logged automatically

    Example would be a ticket that can be added to be done on the helpdesk weekly (like check server room temperature, verify backup status)

    Maybe allow the ticket to be auto assigned, or assigned to specific people?

    3 votes
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  13. Disabled Submit Button

    Disabled submit button until all required fields are filled. This will prevent missing information.

    3 votes
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  14. 3rd pary API SMTP like sendgrid, mailjet integration

    Shared servers are very strict regarding the number of emails sent per hour and deliverability.
    The use of Sendgrid or Mailjet has increased exponentially as they provide hundreds of free emails/day or they have the server capability to send thousands of emails per hour.
    API integration with them would be beneficial as many users try to cut the cost of shared server resources.

    3 votes
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  15. request consolidation

    When the people who are in the CC or to section of the requests opened via mail reply to the email, a new ticket is opened and it would be great if they can combine it automatically.

    3 votes
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  16. Auto create task and repeat this

    I would like create a task for staff and auto repeat create this task again every month/year, how to do that ?

    3 votes
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  17. subcategory for tickets

    Make subcategories for tickets... Like I have Computer issues and have Phone issues or some other Electrical or other issues Like

    COMPUTERS ->
    1. Software
    2. Printers
    3. Email
    4. ...
    Telephone
    Engergetical
    1. Missing electra
    2. Broken pipe
    And etc...

    3 votes
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  18. Rich text support for Customers

    Why isn't there rich text support for Customers? Is there a way to turn this feature on? It is opened only for staff.

    3 votes
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  19. reports per customer regarding time registration

    reports per customer regarding time registration

    3 votes
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  20. Show total time worked on main tickets page

    I would like to be able to see the total time worked on all tickets within the main admin/admin_main.php page. It could be shown either at the bottom of the rows of tickets showing the total, or even added to the footer as
    Number of tickets: XX | Number of pages: XX Total Time Worked: 12:35:05

    3 votes
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