PHPJunkyard support forum

Here are some of my ideas... Hopefully they will make it in.

1. Ability to order categories by moving them up or down in the list.

2. Option to allow created users to get notified of new tickets posted in their categories. Right now only the main user/admin has that option.

3. Ability to forward a ticket onto another user.

Hi,

Thanks for the suggestions, will think about it.

Anonymous wrote:2. Option to allow created users to get notified of new tickets posted in their categories. Right now only the main user/admin has that option.

This IS possible, you just need to login with the "created user" account and you have that option under "Your profile"

Regards

Must-have feature # 1.
On the home page, under VIEW EXISTING TICKET have a link "Forgot
Tracking ID?" >> ask for email address >> re-send Tracking ID

and display message :

Check both inbox and bulk folder!

This is a useful feature because sometimes email receipt goes to the
bulk folder and they may think they never received the ticket.

Must-have feature # 2.
When ticket is submitted, include first 5 lines of message in email to ADMIN.
When reponse is submitted include first 5 lines of message in email to CUSTOMER

This is useful, because sometimes the message is just a simple "Thank you" or
"Done, please check now" etc... so the person does not have to go and
log in to the support site to view the message; instead he can do
the next step directly.

Two more features for the Admin

1) Re-assign ticket to : another support person

2) Move ticket to : from one department to another

These features in HESK would be nice to have

1 . When the customer receives notification of response to his ticket, the complete response should be sent to him.
2. And if he replies to that mail, his reply should be automatically appended to the ticket in the database (as if he has come to the website and updated the ticket himself)

Ideas noted

Klemen Stirn wrote:Ideas noted

Thanks Klemen...I must add that HESK, is already very very very good! And even if you don't add a single feature to the current version, I would continue to recommend it highly to clients and friends. But why not give the big guys a run for their money...the ones that charge $295 for their product.

This feature would be great to have:
When a customer sends a mail to support@mydomain.com a support ticket is automatically created, and a ticket # sent to the customer by email.

Yes, that's called "e-mail piping", but I need to study that a bit to see how exactly it works before adding it to Hesk... Defenitely on the "to do" list.

Klemen Stirn wrote:Yes, that's called "e-mail piping", but I need to study that a bit to see how exactly it works before adding it to Hesk... Defenitely on the "to do" list.

On second thoughts, if this feature will create installation issues then I don't mind if you do not have it.
The beauty of Hesk is its zero-hassle installation and use. I hope you always keep that.

chokra wrote: Must-have feature # 2.
When ticket is submitted, include first 5 lines of message in email to ADMIN.
When reponse is submitted include first 5 lines of message in email to CUSTOMER

This is useful, because sometimes the message is just a simple "Thank you" or
"Done, please check now" etc... so the person does not have to go and
log in to the support site to view the message; instead he can do
the next step directly.

I wholeheartedly second this. Even if it simply means adding a %%MESSAGE%% component to the canned emails. This is important to me as all our tickets are distributed via SMS to the techs. They have to find a computer with internet working to find out what they need to do.

Otherwise, great software. I am sure it will continue to progress. Working on a donation for ya.

Anonymous wrote:Here are some of my ideas... Hopefully they will make it in.



3. Ability to forward a ticket onto another user.

I would like to see this option.

I would also to able to assign rather than forward.



cheers

Neil.

Anonymous wrote:1. Ability to order categories by moving them up or down in the list.

This is a big time need for me. I use the categories to ask the use what product they need help with. When I need to add one, I have to rename many of them to insert one. I dont think it would be too hard to implement...

This will most likely be included in the next update.

laboye wrote:I dont think it would be too hard to implement...

Really? How would you then suggest we go about it?

Well, you probably thought it would be an all out java'd script. Something like a huge list of all of them and a move up button and a move down button. The changes would show immediately because it is Java. (you could do that.)

My idea is as simple as your rename. It would look just like the rename except:

{dropdown list of current categories} [Move Up] [Move Down]

...........^ Dropdown.....................................^Buttons^

I am anxious. I wish I could help make the code addition, but I'm not too experienced with SQL commands...

EDIT: I had to replace the spaces with periods...