What features should be added to Hesk?

[totalmedia]

I could see using Hesk to help report problems with individual pages on our website by placing a button or link at the bottom of the page to open a ticket and pre-populate most of the fields based on that page's information (i.e. Category:Website, subject: index.php, etc.) being imbedded in a hyperlink:

http://ithelp.somedomain.com/hesk/index ... /index.php...

In theory, this could also be used with customized buttons to allow users to more quickly generate a ticket. I'm still learning php (I'm an ASP.NET guy...stop laughing) or I would do it myself.

Great script...you'll have a beer or two coming from me shortly!

[Warlock]

I would like to have the possibility to format a ticket description text:

• either using html directly (this is probably the simplest solution) or
• using a javascript texteditor like TinyMCE (this has to be integrated first).

[E61]

Also, it would be good for the user to choose the interface language from a drop-down list on the main index page

Yes, this would be great! Please, please...

@klemen:
Beer and a license sale if implemented...

[jmelhus]

Hi Klemen,

I've seen people ask over again about the email-feature. This is also something I'm looking forward to. I assume this is planned for sure. But since this is your part-time project, I'm curious about the scheduled time for a release like this. Not an official date, but just a date to have a little clue about when.

There have been made an IMAP-addon that is quite okay: viewtopic.php?t=2276 . Maybe you could let us know what ideas you have when it comes to a feature like this? Are attachment's going to be supported? I've seen that handling attachments with IMAP and PHP eint that easy, since this has to be extracted from the messagebody. Maybe we can start to work with this IMAP-addon-code and addapt it to your visions, and hopefully this feature can be implemented in the near future.

BTW, I'll be happy to by you some beers if you can sort this out

[Klemen]

I'm afraid I can't give any dates. The problem is I really don't know when I will have the time to work on any of the scripts (I have a full time job and like you know programming is something I do just in my spare time).

I was thinking of releasing the e-mail piping as a beta add-on first because I presume it will require quite some tweaking to handle all mail successfully (some programs, like Outlook, are known not to do things by standards correctly...) and handling attachments is planned too.

I'm sorry I can't give more info on the subject but rest assured Hesk development is long from finished

[edwinboersma]

To solve your time problem, you should use the power of the internet: you could put your scripts in a repository and have some of us work on your changes...

I really like HESK, and it seems to fulfill the needs of many. I also have ideas for improvements and being a PHP developer myself, I'm in doubt between waiting for you or doing it myself. The risk of the latter is, that I can't install any updates from your side anymore.

My request is a real multi-lingual system, where the user can choose the language to be used. And I need separate email addresses for different areas, combined with subdomains (now I have multiple copies of HESK running to solve this)

[Klemen]

The multi-lingual system will 100% be included in version 2.1, it's already finished in the development version.

As for putting the scripts in a repository - I'm afraid that's not something I plan to do for the time being (especially with Hesk) as I have other long-term plans for it.

[MOB]

I think I am really gonna enjoy the muli-lingual system that is coming on the next upgrade.

I just spent a few hours installing two versions on it on my site so it can be bilingual. Had to eve get into the human question file to edit those as well.

I'd like to also echo the feature to be able to add more custom fields. That would something I'd like to have.

Thanks in advance.

[lvic]

I definitely need the ticket's actual content to be included in the new ticket email. This is an excellent program, but it's one of the few I've seen that doesn't inlude the text of the ticket in the email! And yes, I've been trying to modify the script to put in in.

[alkaline]

I've been using your support ticket system for a few days and one feature that would really like to see is a way to allocate or escalate tickets to a person. That person should get notified as well when this happens.. I could not find this in the current version.

[eproust]

Hi Klemen,

I like a lot your script Hesk (simple, fast...).

These are things that are missing for my uses :

1- sites ou customers to group users by entities for person like me that are working for several companies

2- Mailing lists to inform not only the user which created the ticket but a list of other people (all the service in cc...). It would be good to have the ability to create mailing lists and to be able to select/deselect them in any ticket or step of a ticket...

[ictsouth]

Hi Guy's.

You've done a fantastic job with this help desk, such a breath of fresh air to use!

Is it possible you can add a simple feature to log time spent on each ticket?
Maybe in intervals of 15 mins and add it to the stats?

Good Job!

Thanks

Adam

[Klemen]

Just to update everyone posting suggestions: I want to assure you all I do read all the suggestions even if I don't reply. If and when the suggestions will be included is not something I can guarantee, but I honestly welcome all ideas.

[Amphicar770]

I am a Hesk newbie but am very impressed thus far.

One thing I would like to see is the ability to add attachments to the knowledgebase. Not just text or html. Thus, I could have a knowlegebase item that says, "see the attached document" (be it .doc, .pdf. etc.).

[Klemen]

This feature will 100% be included in the next version (the feature is already added to the development version which should be released in the near future).