What features should be added to Hesk?

MOB · Post by **MOB** » Sat Jun 13, 2009 5:18 pm

For the next version to have a list of the code that has changed so we can add it ourselves--this way the modifications we have made to the existing files doesn't get completely undone. The way phpbb.com provides us a document with the code that needs to be changed, instead of having to replace them with new files to a modded site.

Since I have a dark themed template. I had to modify some of the code beyond the css files and also the header and footer files.

Leander · Post by **Leander** » Tue Jun 16, 2009 11:32 am

This is the option i'm really missing: The ability to add a checkbox in the custom fields section, so guests can select multiple checkboxes.

Post by **Klemen** » Sat Jun 20, 2009 10:01 am

@DJ Andre
I'm afraid this won't be possible for the 2.1 version (as it's half way done), but I will consider it for future.

@Leander
Will be 100% included in 2.1

afik · Post by **afik** » Wed Jun 24, 2009 10:34 am

Few days ago I installed the helpdesk in our web
and I have to say it's great we are pleased form
it Work vary nice thank you vary much

But it really miss few things that are important for us
the option to do sort by custom fields
also I tried to edit the code and to add 15 filed

A user registration for the helpdesk
and an export to csv file

Also I have few ideas that would be nice to have but not necessary
one those is to make the whole forum system dynamic by categories
i think that would take the system one step forward

Amphicar770 · Post by **Amphicar770** » Thu Jun 25, 2009 5:08 pm

Klemen wrote: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).

Great to hear. Does the development version get posted or do I need to sign up to be a beta tester?

Thanks

Post by **Klemen** » Thu Jun 25, 2009 5:54 pm

I'm afraid the development version is limited to few people only. Once the final version is released it will be available on the official website for download.

Amphicar770 · Post by **Amphicar770** » Wed Jul 08, 2009 2:23 pm

Another enhancement suggestion / request.

In the user profile where I specify who has acess to what categories.

When selecting categories which a user can access, it would be nice to also have a 2nd column which defines which categories they should receive email alerts for. Thus, I might have someone who can access all categories but only gets notified via email for "Password Resets".

Amphicar770 · Post by **Amphicar770** » Wed Jul 08, 2009 2:26 pm

Another suggestion.

Sometimes as a ticket is progressing toward resolution, there may be comments that the customer should not see. It could be someone saying, "This guy is an idiot, he should read the FAQ".

In any event, a checkbox something to the effect of "Hide Comment from Customer" would be cool.

Amphicar770 · Post by **Amphicar770** » Wed Jul 08, 2009 2:28 pm

One more suggestion.

When creating a new user, let the administrator set if user should get email notifications or not. Same feature that the user can set in their profile, just let the admin define it up front.

Great product. I sent you a beer a few days ago. Thanks.

Post by **Klemen** » Wed Jul 08, 2009 4:17 pm

You can already add notes to tickets (that are not viewable by customers), just click the "Add notes" link when viewing a ticket.

As for other suggestions I will consider them but can't give any guarantees. It is unlikely any will be available in the 2.1 though, maybe in future versions.

DigiMon · Post by **DigiMon** » Sat Jul 11, 2009 4:27 pm

Having the email notifications show the Subject of the ticket would be really nice. I had it working in the previous version for admins at least, but I can't figure it out this time and I'm afraid to mess with the code too much (I'm not a programmer, unfortunately). Having the subject in the notifications to admins and customers would be superb.

MacJoyful · Post by **MacJoyful** » Sat Sep 05, 2009 11:24 pm

alkaline wrote: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.

Of all the suggestions for improvements, I think the addition of a method to assign tickets to another service agent is most essential. Even in a small department like mine (there are only two support people) the ability to delegate requests to another support person is important.

Post by **Klemen** » Sun Sep 06, 2009 4:58 pm

This is definitely one of the most important features on the "to do" list and will surely be added.

MacJoyful · Post by **MacJoyful** » Tue Sep 08, 2009 3:41 pm

I'd like to have a way for people who log request be able to log in and out or some other method of clearing a session. If there is something available in the configuration file, let me know.

Thanks. Joy

Klemen wrote: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.

Outpack · Post by **Outpack** » Tue Sep 08, 2009 8:29 pm

I would wish Quoting with the answer

PHPJunkyard support forum

What features should be added to Hesk?

Selective Email Notifications

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Re: Escalate to another support personal

Possible Addition to HESK Script