What features should be added to Hesk?

[Klemen]

EDIT AUGUST 4TH 2010:

You can now suggest features and vote for the most needed ones here:
HESK FEATURE SUGGESTIONS

[miccas]

Ok, two ideas from me.

One would be the possibility of allowing a live help system to be intergrated. Maybe you can have an option to be able to place the live help code in a particular area.

Secondly, the template engine which you have previously mentioned. I will create loads of templates if this is brought in.

[DigiMon]

This is nothing fancy, but a really important feature to me.

It would be really great if the information the user submits in the custom fields and email field could be included in the "New support ticket submitted" notification email that admins recieve.

For example, if I have these fields on my form:

Name:
Email:
Phone:
Time Zone:

I would love to have that information right in the notification email instead of having to visit the ticket online to obtain it.

Here are the reasons why that would be so important / helpful to me:

- I already know that some of my users will require a phone call. If their phone number is included in the custom field I can simply call them without having to visit the ticket.

- If I am encountering a problem logging in to Hesk, I would still have the user's email address and phone number.

- If for some reason there is a problem with the server or Hesk itself, I still have their contact info and can contact them directly without accessing Hesk.

- I can easily use my email software's search function to lookup old customer information if they haven't submitted a ticket in a year, without having to search through archived tickets.

- Maybe I have someone who sometimes assists me with support tickets, but I don't want to give him/her direct access to the Hesk admin. If I am out on the road and a ticket comes in, he/she can give me the customer's details over the phone without having to access Hesk.

I don't know how difficult / problematic it might be to implement this feature to have the form details included in the new ticket notifications, but that would be the "icing on the cake" for this script IMO.

Thank you for your hard work on the new version!
Digi

[Klemen]

Hi,

@Miccas: I don't think I will be developing a "live help" system, at least not in the near future. Templates will be added when the new customer interface is ready.

@DigiMon: I can't believe I didn't think of this myself Will definitely add ability to include custom fields in e-mails, for now you can do it yourself:
- open submit_ticket.php in notepad
- find line

Code: Select all

$message=str_replace('%%SITE_URL%%',$hesk_settings['site_url'] ,$message);

This line is in code TWICE, find them both!
- paste this code below the line:

Code: Select all

$message=str_replace('%%CUSTOM1%%',$custom1,$message);
$message=str_replace('%%CUSTOM2%%',$custom2,$message);
$message=str_replace('%%CUSTOM3%%',$custom3,$message);
$message=str_replace('%%CUSTOM4%%',$custom4,$message);
$message=str_replace('%%CUSTOM5%%',$custom5,$message);

Then just use %%CUSTOM1%% to %%CUSTOM5%% in e-mails to include all the custom fields. Haven't tested it but should work.

[DigiMon]

Awesome, I'll try it out when I get a chance tonight, thanks! BTW, could some similar change be made so that it in addition to including the custom fields in the email notice, it also includes the user's email address?

[Klemen]

Code: Select all

$message=str_replace('%%EMAIL%%',$email,$message);

Don't forget to place it TWICE inside the code

[miccas]

@Miccas: I don't think I will be developing a "live help" system, at least not in the near future.

I was actually referring to being able to insert another system into the help desk solution.

[DigiMon]

Code: Select all

$message=str_replace('%%EMAIL%%',$email,$message);

Don't forget to place it TWICE inside the code

Both this and the custom fields instructions you gave me worked perfect, thanks!!!

[Poooh]

I'd like the ticket ID to be in the email header that gets sent out so that when a customer receives it, he/she can know which ticket has been replied. I had it in my customized 0.93 version, but have lost it now. It's easy, and if you think it's a good idea, it could be included in the next version (just ask me for the code )

Regards,

Daniel

[soopafly]

I would love to see the option to select multiple categories

[Poooh]

I'd like to see more custom fields in the script because I'm already using the 5 provided and need more

I'd also like to have different custom fields depending on the department.

What about checking if emails are valid? Can this be done?

Thanks!

[w0nderer]

1/
A feature that i on other systems have found handy is case notes
basically an area for techs to makes notes that do not get sent to the 'customers' but are visible when you pull up the ticket.

for instance a 'customer' who complains about email might only get the answer on how to resolve the issue.

where a lot of trouble shooting and log file excerpts might be handy for the next tech to eventually handle the case.

2/
Grouping/interconnecting cases/tickets
Very handy for 'escalations' of similar tickets when trends are discernable.

3/
a fast question: does hesk lock a ticket when it's open under one user/tech...ie if tech1 is working a ticket, can tech2 open and post a fast reply?

if no lock feature exists then a 'lock' feature as well as a status of 'in progress' or 'being worked on' on the main page would be nice features.

w0nderer
hesk is really impressive and well done

[PashaSilence]

Firstly, big thanks for excellent product Hesk. It's really useful.

Second is the question.

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?

Thanks.

[Klemen]

Something will probably be added to allow multiple input types, but for now you'd have to edit the source to do that.

[soopafly]

I'd like to see more custom fields in the script because I'm already using the 5 provided and need more

See my post here for more custom fields