What features should be added to Hesk?

wildweaselmi · Post by **wildweaselmi** » Fri Apr 16, 2010 2:38 pm

Nice helpdesk software.

While using/testing it out I have run into a few items that are inconvenient.

1. When user submits ticket, what would be nice is a canned response gets sent to user's email and admin email with user name, tkt subject, tkt message, ticket number, priority and current status. (this would be huge if we are mobile, the message could be sent to our phones or other mobile device that could check email)

2. A rich text editor would be really nice for the knowledgebase articles. This isn't a real big deal but the ability to embed photos and bullet items and that kind of stuff would be nice and make it cleaner and more professional but not a big deal, just a nice to have.

3. Any reply made to a ticket, gets sent to either assigned user or admin or both with user name, tkt subject, priority, etc..

As you see my most desired new feature is the emailing to us the details. If we could select what we would like in NEW TICKET and TICKET REPLY would be great. So we could select the fields we want to include when a user submits a new ticket or if a user is adding a reply to an existing ticket.

Post by **Klemen** » Fri Apr 16, 2010 3:38 pm

Most of what you suggested will definitely be included in Hesk 2.2 (beta version probably in May).

A rich text editor isn't planned, but you can enter KB articles as HTML code so they can be formatted any way you want (but yes, you need to know the basics of HTML or use an editor to create them).

SupportCenter · Post by **SupportCenter** » Sat Apr 24, 2010 6:03 am

ability to lock a ticket so that only the admin can see it and not the user.

SupportCenter · Post by **SupportCenter** » Sat Apr 24, 2010 6:07 am

Do my suggestions suck K? Everyone's elses are "great ideas" except mine

Post by **Klemen** » Sat Apr 24, 2010 8:02 am

Not at all - if you read my replies to this topic you will see I cherish and consider ALL suggestions. While I do write down and consider all suggestions I don't reply to all posts here or there would be a "Thanks for posting, I will consider it for the future versions" reply to every post here

.

karelb · Post by **karelb** » Mon May 03, 2010 4:42 pm

Unless I missed an installation configuration I would like to suggest the following.

I very much like the "tech notes" but it would be nice if the admins get an email notification something is added.

karelb · Post by **karelb** » Thu Jun 03, 2010 11:43 am

karelb wrote:Unless I missed an installation configuration I would like to suggest the following.

I very much like the "tech notes" but it would be nice if the admins get an email notification something is added.

Or add a column to the overview table (admin home) with the number of tech notes attached.

andreofgyn · Post by **andreofgyn** » Mon Jul 05, 2010 4:24 pm

Option to hide visitor's count of articles.

reuserlanv · Post by **reuserlanv** » Thu Jul 08, 2010 1:21 am

It would be nice to have a time tracker of some sort, both a stopwatch of sorts and a total time monitor so that the rep can enter how long they actually worked on the ticket, but also how long it took the ticket to be completed from open to close. Then have SLA's associated with it that can automatically send out alerts through email.

justshine247 · Post by **justshine247** » Thu Jul 08, 2010 5:27 pm

I'd like to be able to see on the main panel of open tickets who owns which ticket rather than who last replied to the ticket. Or even make this panel customizable for the user.

I can't filter by owner to see what a specific person has on their plate. That is kind of necessary.

I'd also like to have a way to mark, view on the panel, and filter tickets by due date. Be able to see what is overdue or not due for another 2 months.

Maybe a way to save my viewing preferences? When I log in, maybe all I want to see right off are unassigned tickets.

Thanks for all your hard work. It's a great product!

Post by **Klemen** » Thu Jul 08, 2010 5:53 pm

Thanks for all the suggestions, some will definitely be included in Hesk.

justshine247 · Post by **justshine247** » Wed Jul 14, 2010 5:31 pm

Have you considered making a Google Marketplace app for Hesk? We currently use Google for our organization's email system, and it would be awesome to be able to login to Google and access Hesk that way.

bexter · Post by **bexter** » Tue Jul 20, 2010 7:36 pm

i hope in new version i can find ticket with two range date.
date to date
tq klemen

thisinstance · Post by **thisinstance** » Wed Jul 28, 2010 7:10 pm

It would be nice to have a time tracker of some sort, both a stopwatch of sorts and a total time monitor so that the rep can enter how long they actually worked on the ticket, but also how long it took the ticket to be completed from open to close.

1) I'll bump this feature request. The ability to track the time spent on each part of a ticket would be invaluable.

2) Custom fields for admins\techs to fill required\optional before closing ticket. These fields not visible to users.

edit - This feature request forum goes back a long way. I saw that you stated putting this in an "open source" style project container is not on your agenda, but how about creating a list of feature requests that made the cut and are on your list for the next or some future release? Put it on the hesk website or something?

pcgeekess · Post by **pcgeekess** » Tue Aug 03, 2010 8:18 pm

We are currently trying to switch ticketing systems. I have played with this one for a couple of days so that hopefully we can make the hosted weblink work for us.

First it would be great if we had the option of adding customized fields to the "add reply" portion of the system. This would be a great place to put time spent on ticket by tech name and type of work completed.
Second if we could configure more status options of the ticket, like waiting vender, waiting customer, in progress, escalate, dispatched and waiting invoice, that would be great.

I really like some of the other features of hosted software, but these 2 things are really needed to make this work well for our company. If these things can be configured please let me know where I can configure this as I have not been able to find it.

PHPJunkyard support forum

What features should be added to Hesk?

Very nice

Ticket ownership, Due Dates, & Preferences

Google Apps

2 things would make this perfect for us