Suggestions to make HESK even better. :)

[hstraf]

Hello,

(I tried to add these to the uservoice system, but it says I don't have any more votes left and so it won't let me add another feature suggestion.)

A couple of ideas for the HESK software:

1. When responding to a helpdesk ticket, add a "open KB" link to the screen which would open the knownledge base so we can manually select and easily add a link to a KB article in the ticket reply. (ie: Click "Open KB", find the article I want, click "Add link to reply" and it adds a link to the reply box.

2. Add a "copy link" action on the KB management page. (There are existing delete/pin/edit actions... please add a "copy link" action.) This way, it's easy to copy the KB article link so we can use it elsewhere.

3. This is purely asthetic, but when I go into the ticket listing page, it does not show the initial sort order "up/down" icon. My listing page is configured to default sort by Status Descending. When the listing page is displayed, it does not show the "down arrow" for the Status column. I hope that makes sense? If I manually click on the "Status" link in the Status column... then the page refreshes, and I can see the up/down arrow. (This is just a "nit picky" thing I noticed.)

4. It would be nice to have a global "search/replace" feature sort of like what you already have for the email typos. Something like this would be super helpful for admin to type "something" and then have it automatically replaced with "This is a bunch of text about something that will take the place of the keyword." I hope that makes sense? For example, most cell phones have this kind of feature where you can type "ttyl" and it automatically changes it to "Talk To You Later".

I hope it's ok to post these suggestions here. HESK seems like very nice software. We're still checking it out over the next few days, but it looks more and more like it will work well for us. It's well designed, the interface is excellent (simple and clean and clear to use for both admin and our non-technical end-users), and it appears to work without any problems. If we move forward with it, I'll make sure we purchase the "remove the powered by" option.

Thanks!

[Klemen]

Thanks for sharing your suggestions. We will consider all but no promises if/when any will be added.