What features should be added to Hesk?

[tsjaar]

Hi,
You have made a nice piece of work.

I have some suggestion for new features:
- Protect the admin passwords with e.g. MD5 encryption. (and don't show the passwords on the manage users page)
- The possibility to add notes to a ticket, that are only visible in the admin section
- FAQ, Maybe in the style of a Knowledge Base

- Set the email 'from' header using hesk_title:
change:

Code: Select all

$headers="From: $hesk_settings[noreply_mail]\n";

to

Code: Select all

$headers="From: $hesk_settings[hesk_title] <$hesk_settings[noreply_mail]>\n";

This is user friendly in my opinion: Hesk support <noreply@phpjunkyard.com>

[robertaussie]

I like the way it works and it is very easy to use.
But a security issue i am looking at is deleting tickets.
My suggestion is would it be possabe to have only admins being able to delete tickets instead of all users who log in and an option as to what the user can and can not do as in deleting tckets create new tickets and so forth, so when you log in you have the option to create new tickets aswell as being able to view and repply to existing ones, but not able to delete any, as i am looking at using the hesh for a support team, where only support members can submit tickets and not just any user

[Sierra Dog]

I agree with a suggestion stated earlier by Pooh - Have the ticket ID in the subject line of the email (at the very least the option to enable it from admin center so that is not required for all Hesk users).

Also, the idea of a FAQ (search enabled) as some sort of knowledge database is a great idea and would help alot in being able to not use 2 seperate softwares and have them on 2 parts of the site. I would suggest having a page come up after submitting/sending a new email with links to relevant FAQ articles pulled from keywords in the subject line entered by the user.

By the way, Hesk is an awesome program. It beats most of its competition with its many features and simplicity as well as its quick upload-and-click install. Best of all it's free compared to others that cost hundreds.

[pieterspam3]

Hi,

I have a very small company who give it support to different companies. I would like my customers to be able to log a call but be able to see users from other companies and for me and other support people it should be clear who the user is and from which company.

Kind regards
Pieter

[eproust]

Hi,
Congratulations for your script Hesk.

Here are the my suggestions, some of them have already been asked in this forum topic...

- Multi-site, ability to split users/tickets/categories to several sites

- Sub-categories

- Improved security of user accounts

- Ticket assignation to members of the support team

- Ticket ownership

- User level (admin, staff, customer)

- Reports of resolution statistics (time, % of satisfaction, etc)

- Private messages to other users/members

- Search database for matching search strings

- Transfert of best tickets (ability to clean them before) to a knowledge base module inside Hesk

- Due date, handling of alerts via mail, SMS

Keep Hesk as simple as it is with the new functionnalities !

Best regards.

[sentrypr]

As other Hesk users have reported even with version 094 there are still probs with spam bots able to post spam tickets to the help desk.

perhaps a solution is having the spam protection as customizable so that you can set a number of questions that the robots won't be able to answer such as.

Which of these is type of fruit? Pencil, camera, apple, lion, paper

I use a similar technique on my phpbb forum and i went from having 20 -30 spam messages per day to zero.

[Klemen]

The SPAM protection is indeed something that will be updated as soon as I finish my diploma (probably not before October though I'm afraid).

[takabanana]

I think these are VERY important features (to me) I'd like to see added, in order of priority:

1. Staff-only private entries (only the staff will see the entries when they log in; customer will not see these private Staff entries) - good for private discussion of an issue among Staff only without exposing details to Customer.

2. Categories that only the Staff can see (internal categories) - that a customer will not see when they submit an issue. Staff can enter issues into these categories after logging in.

3. Ability to set "max number of days allowed before a reply is required" to each issue and/or category (prob a default setting on each category, and each issue can override the number of days) - whereby the issue would get flagged if the due date (of reply) gets closer or is overdue for a reply.

4. Option to disallow customers from closing issues (only Staff and/or Admin can Close)

5. The "A new issue has been added" email to include the details of the issue (not just a link).

6. Admins getting a daily or weekly email digest of open items, based on last replied date, priority, and/or opened date.

7. Ability to insert an issue via email

8. Ability to request current list of issues via email

These are minor features:

1. Screen for people/staff to be able to register for an account - and the Admin will be able to enable/disable each registered user under the User Management screen.

2. Ability to differentiate between an issue that is "Response requested", "Response Required" and "No response needed (informational)"

3. Ability to change Priority to issue-type field: "Bug", "Feature Request"

[dadude712]

Hey, I read through this thread and didn't see it mentioned, but I would like for customers to be able to put in their email address and see a list of their tickets. Doing the forgot ticket ID is close, but I would like each ticket to be interactive, kind of like the admin side's "Find a ticket by:".
Maybe put in a client password before they can see the tickets.

Anyone else see a need for this?

[dadude712]

BTW, Great fast script Hesk!!!!!!!!!! You are doing an outstanding job.

[Triblade]

Hi,
I have some suggestion for new features:
- Protect the admin passwords with e.g. MD5 encryption. (and don't show the passwords on the manage users page)

See my post for a manual solution.
(You do have to edit the database and 2 .php files)

This hack causes to encrypt the passwords with MD5 and show only the MD5 hash.
You CAN change pwd's and login (else it wouldn't be of any use )

Edit: link update

[takabanana]

I'm enjoying seeing/hearing everyone else's input.
I've personally implemented the following features below and will be posting the changes within the next 2-3 weeks (I've got a few more features I want to add):

1. Staff-only private entries (only the staff will see the entries when they log in; customer will not see these private Staff entries) - good for private discussion of an issue among Staff only without exposing details to Customer.

2. Categories that only the Staff can see (internal categories) - that a customer will not see when they submit an issue. Staff can enter issues into these categories after logging in.

3. Added a customizable Issue "Type" (can be thought of a semi-pseudo-sub-category); I use it as:

• Problem/Issue/Malfunction Report
  Enhancement Request
  Unimplemented Action/Function Required

[/list]

[GezusK]

We're using your script here at our school sysetm, and its working great.

We just got some wireless VOIP phones, that have the IE browser. I've been working on modifying a version for its small screen. I'm still searching for all the "width" settings. Anyways, that would be my request, a mobile version. I'm currently trying to get a width of 240 to work, but anything close would be nice. This would allow us to quit printing out tickets, and just view them on our phone or pda.

I also would like the ability for the staff to commnunicate on each ticket without the customer being able to see it.

Thanks again for the great script.

[typeguy]

Hi Klem,

The 2 things I can think of would be:

1. ability to export fields from the MySQL database (I know I asked for this before but figured I'd remind you )
2. next is a 'timed' ticket closing. i.e., I've offered a response and possible solution to a ticket, but I'm not sure if it will work. I set a 'timer' so that in (as an example) 7 days if the customer doesn't submit a reply the ticket will be closed automatically, with the option of notifying the user that it's been closed. otherwise I have to keep going back and reviewing my tickets and determining if I should close older tickets.

thanks for listening, and thanks again for a great script. I've got it installed in 2 sites and plan an 3rd (maybe 4th) install in the next 6 months.

hf2

[Klemen]

#2 will be definitely added, just have to decide if I will make it as a cron job (task manager on Win) or some other way.