Knowledgebase suggestions (and helpdesk reply all)

[quade]

Hi, i've been looking at the newest 3.1.1 version of hesk, awesome work, but it seems to be missing some critical areas for me (which might already be supported and I dont know?)

1. When a support ticket comes in, and multiple people are cc'd, the replies only goto one person, would you be able to notify everyone on the cc list (and possibly have an unsubscribe option if they want to be removed from the ticket).... if someone has cc'd in the original email, it stands to reason they want them to be notified about replies from support team

2. The knowledge base is looking much better, but its still quite confusing to navigate, would it be possible to enable the left hand side tree menu for easy navigate, such as https://docs.timescale.com/latest/tutor ... -timescale or https://www.digitalocean.com/docs/image ... ts/how-to/

3. improve knowledge base editor to have more options for breaking up content (see WARNING nand TIP section on timescale link above)

4. Knowledgebase insert image is time consuming to use because you cannot upload images so you have to upload images online, perhaps you could consider integrating into something like cloudinary to save your server space?

[Klemen]

Thanks for the suggestions, although it's hard to track them if they are not submitted at Hesk feature suggestions (viewtopic.php?f=13&t=1393)

To give quick feedback:

1. When a support ticket comes in, and multiple people are cc'd, the replies only goto one person, would you be able to notify everyone on the cc list (and possibly have an unsubscribe option if they want to be removed from the ticket).... if someone has cc'd in the original email, it stands to reason they want them to be notified about replies from support team

We plan to make improvements in the way this is handled, although not a priority at the moment. This will likely be improved when Hesk adds support for (optional) end-user accounts.

2. The knowledge base is looking much better, but its still quite confusing to navigate, would it be possible to enable the left hand side tree menu for easy navigate, such as https://docs.timescale.com/latest/tutor ... -timescale or https://www.digitalocean.com/docs/image ... ts/how-to/

Not planned at the moment. However, you could modify the public template files to have the structure you prefer (or hire someone to do it for you).

3. improve knowledge base editor to have more options for breaking up content (see WARNING nand TIP section on timescale link above)

You can use the default notifications code, like here: https://www.hesk.com/knowledgebase/?article=92

This is the code you can use:

Code: Select all

<div class="main__content notice-flash">
	<div class="notification orange browser-default">
		<p>Content here</p>
	</div>
</div>

Other valid values along with orange are: white, green, blue, red

4. Knowledgebase insert image is time consuming to use because you cannot upload images so you have to upload images online, perhaps you could consider integrating into something like cloudinary to save your server space?

Also planned, unfortunately also not a priority at the moment

[quade]

Thanks for the quick response

Regarding the Default Notifications code, is this available in the current editor or do you have to switch to HTML mode?
If its only available in HTML view, could the insert code options be adjusted to have this, or any of the other editor options?

I cannot seem to apply it on the demo site, is the notification css viewable when in edit mode?

is there a github repro I can contribute on? or $ option to push things higher up the list?

[Klemen]

The notifications code can only be added in HTML mode. If you are not familiar with editing HTML, maybe a variation of this trick can help.

Notifications defined like these will only be visible when saved and viewing from the actual knowledgebase. However, nothing is stopping you to create and use custom ones (with built-in formatting) that would show just as well in the editor. We'll make gradual improvements to the system but cannot say when it will be done.

Hesk Git repo is private, but you are welcome to submit your code for review and possible inclusion.

Also, thanks for the offer, but we do not accept outside funding for speeding up specific features, we are trying to focus on what works best for most users considering our effort and resources. However, like said, you are welcome to make the modifications yourself (or hire someone) and we will consider them for inclusion in the official repo.

[quade]

ok no problem, thanks for the feedback