What features should be added to Hesk?

rstarkey · Post by **rstarkey** » Sat Aug 09, 2008 7:19 am

I don't know if this looks the same on the customers end, but when looking at a ticket that's been in progress for some time, the header of who the support rep is and the date of their reply gets all blended in together.

I would like to see response backgrounds alternate between a white and a light gray every other response alternating (OR) an <HR> ref tag that puts some separation among them.

Post by **Klemen** » Sat Aug 09, 2008 1:04 pm

That's because you modified all the background colors in your Hesk to white, the original CSS file does alternate colors.

takabanana · Post by **takabanana** » Fri Aug 22, 2008 4:28 pm

Now that I've ported and tested my changes on 0.94.1, I'm looking for people who are interested in testing. I am looking for feedback as well as any minor bugs (I have not found any so far).

takabanana wrote: 1. Staff-only private entries that can be toggled on/off. Customer will only see Public entries, and will only be notified of Public entries (although if an entry is first marked Private by a staff - toggling to Public later will not notify them)

2. Staff-only private categories - Customers will not have the option to enter new tickets to these categories, but Staff can move items to/from these private categories.

3. Option for automatic entries when status or category of a ticket changes (for threaded record keeping).

4. Changing category of a ticket also notifies Staff assigned to those categories as if a new ticket was entered.

5. Option to disallow customers from closing issues (only Staff or Admin can close)

6. Each ticket now has a customizable "type" field separate from category: i.e. "Bug", "Feature Request"

7. Added higher "Showstopper" priority, which only Staff can set tickets to

8. IP Logging/Display on entries (by Customers and Staff)

9. Only Admin (not Staff) can delete tickets

10. Ticket tracking ID in subject of notification emails

11. Admin Login is a textbox for username, and not a drop-down list

12. SMS entry in User Profiles - for future ability to add/query a ticket via SMS.

Please let me know if you'd be interested in testing out my changes.

Edarat.Net · Post by **Edarat.Net** » Sun Oct 12, 2008 9:42 am

Hello,

I want to add some idea for new V.

1- Membership: with this the customer no need to add again his data when he want to add new ticket.

2- Archive: It will be helpfull and good to add also RSS and Smrt search or simmeler ruselt

3- Time tecket close: after 10 days if there is no reply ticket auto close and this to be from admin can be 10 days or less or more.

4- No. of ticket per day: this is very nice t have it becouse some time we can't accept and answer more that 20 ticket per day. Also Admin will choose 20 or 10 or unlimited.

5- Satisfaction: for example simple poll for any ticket to review the satisfaction of our custoemr.

Hope that help every body.

Regards,

DigiMon · Post by **DigiMon** » Sun Jan 25, 2009 12:58 pm

I would like to be able to add file attachments to KB articles. The new KB feature is great, and the ability to attach files to a KB article would be awesome!

Post by **Klemen** » Sun Jan 25, 2009 1:33 pm

On the to-do list, thanks for the suggestion!

Lee · Post by **Lee** » Sun Jan 25, 2009 11:40 pm

Yep the new knowledgebase feature is a great addition to this script. I had recently started using the old open source version of KBPublisher for a knowledgebase, now I don't need to!

Warlock · Post by **Warlock** » Thu Jan 29, 2009 12:29 pm

DigiMon wrote:I would like to be able to add file attachments to KB articles. The new KB feature is great, and the ability to attach files to a KB article would be awesome!

I completely agree. This is an important feature, e.g. screenshots...

Lee · Post by **Lee** » Thu Jan 29, 2009 12:35 pm

Warlock wrote:
DigiMon wrote:I would like to be able to add file attachments to KB articles. The new KB feature is great, and the ability to attach files to a KB article would be awesome!
I completely agree. This is an important feature, e.g. screenshots...

You can add screenshots by embedding them in the article with html. I think this way is alot easier for clients to read and understand the article rather than having to open separate attachments.

Warlock · Post by **Warlock** » Thu Jan 29, 2009 2:23 pm

Lee wrote:
Warlock wrote:
DigiMon wrote:I would like to be able to add file attachments to KB articles. The new KB feature is great, and the ability to attach files to a KB article would be awesome!
I completely agree. This is an important feature, e.g. screenshots...
You can add screenshots by embedding them in the article with html. I think this way is alot easier for clients to read and understand the article rather than having to open separate attachments.

But then you have to upload the screenshots somewhere for include in a img tag.

Btw, what about an email notification that a task has been closed?

Post by **Klemen** » Thu Jan 29, 2009 6:39 pm

Lee wrote:I think this way is a lot easier for clients to read and understand the article rather than having to open separate attachments.

Lee has a point here. Attachment will definitely be added, but for screenshots I'd also recommend embedding them into the article (even if they require uploading first) as it will be much easier for your customers to follow the article rather than having to open screenshots as attachments.

snelson · Post by **snelson** » Fri Jan 30, 2009 2:57 pm

I looked briefly and did a quick search and did not see this suggestion anyplace so if it has been made already sorry.

I would like to be able to assign tickets to my support team, and not just their general department.

i.e.

John and Mark are both part of the "Desktop Support" group. John specializes in Mac's while Mark specializes in PC's.

If a ticket gets submitted to Desktop Support for a Mac issue, I would like to be able to assign that ticket to John.

If this feature already exists, again sorry for requesting it, but I did not see it in the demo system.

-Shon

Post by **Klemen** » Fri Jan 30, 2009 3:13 pm

Assigning tickets is on the to do list, thanks for the request.

snelson · Post by **snelson** » Fri Jan 30, 2009 3:21 pm

Thanks for the quick reply.
Nice to see a forum where the author is active.

henrikth · Post by **henrikth** » Mon Feb 16, 2009 3:13 pm

Hi

Super script, did solve the task that i promised to do.. very cool. Also it was very easy to translate.

Here are a few feature requests from me. Some I have seen also posted elsewhere in this forum.

1) Sub categories to ticket category
2) Custom fields for user creation and info like, phones, www, mobile, location, department, office, etc.
3) Possibility to assign tasks to individual users
4) management interface with graphs and reports of statistics.

My five dimes worth.

Keep up the good work..

Brgds
Henrik Troels Hansen

PHPJunkyard support forum

What features should be added to Hesk?

Looking for Beta testers

more ideas

Assign ticket to staff

Feature requests for HESK version 2.1