What features should be added to Hesk?

[typeguy]

If I can offer a suggestion, cron/task manager would be the ideal way but some people who host with ISPs may not have access to cron. maybe optionally have a routine that checks for and closes tickets when an admin user logs in. I know it's not as efficient but at least there is some level of automation for those who can't access/run cron processes.

thanks
hf2

[Klemen]

Those are my thoughts exactly. If possible cron should be used, by yes many people might not be able to use it so I was thinking the other option would be to close old tickets for example when you login into admin panel.

[raygene]

I want to add custom fields to my form, not text fields but drop-down lists. So for example I want to create custom drop-down list with product names. For now I can only create a text field. Will this feature be developed in nearest future versions or I'll need to change PHP sources by myself?

This is something that would be great, drop-down boxes and/or radio buttons for custom fields.

Also, it would be good for the user to choose the interface language from a drop-down list on the main index page, we have 2 official languages here and it sure would be an asset to serve the customers in the language of their choice.

Great Script, love it!
Gene

[ramon.cutanda]

Hi

Until some time ago I was using http://www.h2desk.com/pmos I've had some security and DB issues so I decided to use some other support desk. I found Hesk simple effective and... free!!! So I decided to install it. Here are some things I miss from PMOS:

1. Optional fields category-dependant. For instance, when reporting bugs I would like the browser (IE, Firefox, Opera...) to be a compulsory field but when making a suggestion it should not even appear.

2. Auto-mailing when changing the state of a ticket so that the user can always know what happes to the ticket. That is specially important when closing.

3. Satisfaction Poll. I would like my users to give me some feedback after the ticket have been closed.

But even without those improvements the Desk is really great.

THANKS!

[psyberserf]

I'm really in love with the Hesk Helpdesk product. The simplicity for the user interaction is fantastic and it's great for storing and retrieving detailed transactions. My first vote is not to change too much.

Rather than use Hesk as a customer interface, we employ it in the back end only; and have made some customizations to meet our needs. Though not yet fully integrated into our project communications, I see it as a way for my team to replace the mass of ping-pong emails while resolving an issue. Hesk provides the perfect place to communicate as well as document the process.

We've customized Hesk by 1 removing the ability for "users" to delete any tickets. We do that on the back end if needed. 2 the mess of emails to everyone in a group was too much. We have added the ability to choose "Who" to email "IF" anyone. That has cut down on the need to use a "Second Tool"; i.e. Outlook Email. We can share documents, we can share ideas and move along projects, each manager can monitor their team without ever opening an email. It's awesome. Having just one tool makes it easy to stay on task while posting updates and remaining informed.

We are also using Hesk as a daily reporting and log system. But it is showing some limitations I would love to see resolved. For instance: We've added a category for "Telephone Log" so that all incoming calls can be documented. Mostly, a call is resolved immediately, therefore adding each event to a single ticket is logical and sequential. However, when a call remains unresolved, there is no way to come back to that "REPLY" in the "TICKET" to make an update; thus having only the one ticket for a Telephone Log. Otherwise, a new ticket needs to be created to track that issue. Just not as neat as I'd like.

Most other OS Help Desk codes seem to permit the "user" to edit within a ticket or reply. This feature would make life fantastic for me.

Only other thing I can say is thanks. Hesk is without a doubt the sweetest and cleanest resource I've seen. It is making life on this project much easier and me out to be a hero. I love it!

[dreado]

I've been working on modifying a version for its small screen. I'm still searching for all the "width" settings.

For the above reason, and for general customisation, I would like to request that you remove all widths from the markup and put them in the style sheet.

[GordonCopestake]

We are looking at using HESK for our internal helpdesk system as it seems to tick all the boxes. However we would love to see more granulation to the user system. At the moment (unless i'm wrong) you can only have administrators... or NOT administrators. It would be good to have some sort of rights system where certain groups of users had access to say create categories, add canned message responses etc

[Phost]

Hi,

Can you add the possibility to edit the reply on admin ?

Thanks.

[karelb]

I'm enjoying seeing/hearing everyone else's input.
I've personally implemented the following features below and will be posting the changes within the next 2-3 weeks (I've got a few more features I want to add):

1. Staff-only private entries (only the staff will see the entries when they log in; customer will not see these private Staff entries) - good for private discussion of an issue among Staff only without exposing details to Customer.

I am desperately looking for this additional feature, sharing technotes among staff. Are you willing to share your code, otherwise I have to write it myself.

Regards

KArel

[Klemen]

This will be included in version 0.95 (under development at the moment).

[Phost]

Hi,

Can you add the possibility to edit the reply on admin ?

Thanks.

[Klemen]

Yes, Phost, it's already on the "to do" list

[Bob1254]

New with Hesk, so sorry if these are possible already. I'm sure some ideas will have already been asked for.


For me the biggest extra to add would be an FAQ/Knowledge Base facility . Ideally 2.

What that end users would see via a web browser and and internal support would see. These should be able to hold text, images and attachments i.e. *.zip . Naturally with some categorisations too.

The Forgotten Tracking ID function , almost does it. I'd just like to do it from my email client.

Not just priority, but statues... I hate it but many users like it.. i.e. Pending, Work in Progress, With 3rd Party

3rd Party Ref Number Field if Required.

The ability for users to email Hesk with subject line keyword i.e. status . Hesk then emails back you have X calls logged.

Tracking ID : ***** Subject Line ******
Status *******
Last Action/Response

Happy Travels

Bob

[Klemen]

Some of the features suggested are already developed for the next version, but it could take a while for the final release as I am serving army right now and can only work over the weekends.

[r.meulendijks]

it would be realy nice to have an LDAP connection for authenticating users within a company.

or

import a Active directory userlist , so you won't have to add 100 users manually.


This would be really great !