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← Feature suggestions for HESK - PHP Help Desk

Settings and activity

14 results found

  1. Alphabetical sorting of Knowledgebase Categories and Sub Categories

    16 votes
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    under review  ·  4 comments  ·  General  ·  Admin →
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    SSRN Support commented  · 

    It would also be nice to be able to drag and drop categories and knowledgebase articles to put them in any order you like instead of having to use the up and down arrows.

  2. Ability to search in all fields

    19 votes
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    0 comments  ·  General  ·  Admin →
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    SSRN Support shared this idea  · 

  3. Send IM notifications on creation or updates

    3 votes
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    2 comments  ·  General  ·  Admin →
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    SSRN Support commented  · 

    It would also be useful to have some sort of notification sound when a ticket assigned to you is updated. Could even include the ability to modify this to send notifications whenever a ticket comes in, whenever it is assigned to you, etc. Really, it would just be adding a sound to the existing settings that send emails for these situations.

  4. Create ability to search by "assigned to"

    1 vote
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    2 comments  ·  General  ·  Admin →
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    SSRN Support commented  · 

    Besides just tickets assigned to yourself, of course.

    SSRN Support shared this idea  · 

  5. Display time and date when customer read ticket response

    29 votes
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    3 comments  ·  General  ·  Admin →
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    SSRN Support supported this idea  · 
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    SSRN Support commented  · 

    I agree. It would also be helpful if the "Customer read/customer didn't read" message was displayed on messages you write manually in Hesk, not just on the bottom of canned responses.

  6. display the technician assigned on the home page as a sortable column

    1 vote
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    2 comments  ·  General  ·  Admin →
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    SSRN Support commented  · 

    Yeah! Like my idea here: https://hesk.uservoice.com/forums/69851-general/suggestions/6851152-create-ability-to-search-by-assigned-to

    This would be very useful.

  7. add the ability to assign multiple tickets to a technician at one time.

    9 votes
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    1 comment  ·  General  ·  Admin →
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    SSRN Support commented  · 

    Yes, this would be a great idea! The ability to assign multiple tickets to the same category this way would be great too!

  8. Multiple categories

    8 votes
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    1 comment  ·  General  ·  Admin →
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    SSRN Support commented  · 

    This would be very useful!

  9. send email confirmation before new ticket is submitted

    25 votes
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    under review  ·  2 comments  ·  General  ·  Admin →
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    SSRN Support commented  · 

    This could also be useful for keeping Spam out! I like this suggestion.

  10. I would like the option to copy a knowledgebase article, so I can edit it and save as new article.

    7 votes
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    under review  ·  1 comment  ·  General  ·  Admin →
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    SSRN Support commented  · 

    You could open the article, copy the text, and then paste it into a new article to edit and then save. A few more steps involved, but not too bad and would save you from having to re-type the existing article.

  11. Make it possible to re-arrange responses by dragging and dropping instead of using the up and down arrows

    13 votes
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    SSRN Support shared this idea  · 

  12. Add capability to type/search for people, categories, and canned responses

    11 votes
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    2 comments  ·  General  ·  Admin →
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  13. add an indication that the ticket is currently open.

    24 votes
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  14. Multiple Staff on 1 ticket

    133 votes
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    13 comments  ·  General  ·  Admin →
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    SSRN Support supported this idea  ·