What features should be added to Hesk?

[SupportCenter]

I dont think live help would be a good idea. The fact is the help desk ticketing system is designed for the company to reply back to the customer at our convience not the customers. If they see the live help icon and always see it offline or whathave you, the customer will get all bent out of shape.

Its basically the same thing with giving someone your telephone number and they always get your voice mail when they call.

In addition, there's hundreds of modules you can cut and paste into one of the php files that will display an icon for an live help desk.

[m4dbra1n]

Hi,

I'm a new italian user of this simple but fantastic script and I've thinked about some new features that I would like to have while I'm using it:

- free placeable fields: now the custom fields can only be set before or after the main text area, I'd like if we can set them as we want

- a little module for orders, even only just like an internal reminder, not for printing or other purpose, just to control sometimes and to have a little history of them

- more themes, or a guide to understand how to make them

- changeable ticket ID: while using, I'd like to set the unique ID for the ticket with something different, like N+year+month+ticket number: N-09-10-12345

- research between dates: from this month to that month, from this year to that year or together in the same time

- better final print report style: just something better than a plain text

I know that some of them cannot be suitable for every user's needs, but I would like to have you know them

Thanks a lot for the script, keep it simple and fast like now and we will use it forever

Bye!

[MOB]

In case it hasn't been posted, the ability to delete attachments in the admin control panel. Or when a ticket is deleted, it should auto-prune the attachment as well.

[fk59]

hi there,

it would be nice to see, how many users and which staffs are currently online.

Thx, Frank

[Petert]

1) using a dba layer for example http://php.net/manual/en/book.dba.php
2) phpmailers in stead of the php mail function, see http://phpmailer.worxware.com/
3) a template system, I use Smarty see http://www.smarty.net/
4) ability to enter a ticket for a customer
5) make a new type of user (let's call them end-user), let users login to the system and let them be members of groups. This way a mailing list can be set up and using categories mailings can be sent out
6) objectifieng a lot of code, I use that method all the time and it save a lot of time
7) put double and redundant stuff in the commen.inc.php file. That way you only need to edit once
a working e-mail pipe. I use the one on this forum, it works great but needs attachements and use of the ticketid so people can use e-mail as the soul source of contact with the helpdesk
9) an excerpt of the message in the e-mails that the system sends out
10) the subject line of the sent e-mail message should contain the subject line of the ticket

I can do a lot of this, and I am working on some things already.

[Klemen]

Thanks for the suggestions, a few will definitely be included in the next version (some already ready, some working on).

[Petert]

Thanks for the suggestions, a few will definitely be included in the next version (some already ready, some working on).

Hmmmm. To stop me doing double work, could you tell me what suggestions you have in the pipe-line? Maybe a to-do or future feature list on the website somewhere?

[Klemen]

4, 8, 9, 10 will most likely be all in the next version.

[Petert]

4, 8, 9, 10 will most likely be all in the next version.

Great!

I fixed 9 and 10 myself, was very little work.

I am working on an RSS feed right now. Bit tricky because I want to be able to save settings for the feed from within the admin.
Will be a feed with tickects (password protected) and a KB feed.

[fk59]

8? What is 8?¿

[Petert]

8? What is 8?¿

8 was tranformed into a smiley

[JonnyEQ]

Hi there, I'm new to this Forum but a user of the software for around 2 years. Currently on V2.1. Not sure if this has been mentioned before but could there be a facility to schedule times for when an administrator can be automatically updated on when a ticket is nearing its closure if working from a service level agreement?

[SupportCenter]

I'd like to see the following improvements and additons to the new version 2.2

-Banning of users via IP address or email address.
-The ability to lock a ticket so the person cant reopen them.
-More developer ability to change the form - If you put a description next to the field name, it drags it down the left side of the screen, not to professional looking. The ability for us to basically have the description ontop or weverever we feel

[adamsargant]

It came about that I needed to have the ability to escalate queries to a 2nd level customer support team within Hesk, so ideally would like to see the ability to create categories that are not selectable by my customers but support team can transfer tickets to them, thus activating the second level support...

I've got round it with a simple hack (start each such category with the words "Level 2" i.e Level 2 Technical Support and then edit line 170 in index.php to read

Code: Select all

$sql = 'SELECT * FROM `'.hesk_dbEscape($hesk_settings['db_pfix']).'categories` WHERE `name` NOT LIKE \'Level 2%\' ORDER BY `cat_order` ASC';

but it would be nice to see this function in Hesk itself (so that it would survive upgrades )

All in all a lovely piece of work (I recently upgraded from 0.94 to 2.1 and was quite blown away!)

[Klemen]

HESK version 2.2 (currently under development, beta version might be ready soon) will have the ability to assign tickets to a specific staff member so this should come in handy in such cases.