731 results found
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Place Knowledge Article in Ticket Response
We should have the ability to search and place relevant Knowledge articles as a response to a ticket that has been created.
10 votes -
Search tickets that do not have tags
Search tickets that do not have tags
2 votes -
3 votes
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Improve Ticket View
I'd like to always see the Ticket Description when I open/view an open or pending ticket. I think that should always be the top line/box with notes/emails showing below it.
1 vote -
Reply to specific messages from requester
Reply to specific messages from requester:
Ability to selectively reply to specific messaged from the requester, keeping the email thread.1 vote -
Add ticket status option in time entry window to closed ticket faster
While entering time in a ticket, add the ticket status drop down to close or change the ticket status to reduce the amount of steps needed.
4 votes -
Link tickets to devices for hardware issue history
Tickets should be linked to either users or hardware or both. Without this, your ticketing system is a glorified TO-DO list.
Linking hardware to a ticket gives the device list a history of issues that the tech can use to further troubleshoot.
PC has had multiple issues with NIC? Now I can see that.
User has had multiple tickets for "how to do XYZ" (ore created user errors) Now I can see that.RELATIONSHIPS are the key to a database. Not the rows themselves!
5 votes -
Add New Trigger - Custom Fields
The options to trigger automations should include a change to a custom field. These can be selected as a condition, but, we would like to use them as triggers.
9 votes -
Ticket Generation: Agent or Customer Able To Open Support Ticket From Task Bar
Ticket Generation: Agent or Customer Able To Open Support Ticket From Task Bar
4 votes -
Allow contacts to see tickets multiple customers
Hi
I would like that you can allow certain contacts to have access to multiple tickets of different customers. Adding the same contact to different customers is not possible.
2 votes -
Unique calendar integration per technician
Today, the integration is for 1 calendar per account - making us use a shared calendar
12 votes -
Attach attachments by dragging and dropping
It would be handy if we could attach any files by dragging and dropping instead of having to use the little paperclip and then manually browse to the location
13 votes -
Create & Due Dates for Tickets
Add option to set a due date for a ticket.
Add Create Date and Due Date columns on the Tickets page
18 votes -
Add product family and sub-families to device information
It would be nice if we could assign a product family and sub-families to monitored devices so that automated tickets associated with those devices would auto-populate the family and sub-family information.
1 vote -
keyboard shortcut
CTRL+ENTER to send response on the ticket
+ other keyboard shortcuts to navigate faster within the system3 votes -
Set default ticket view across entire company
We have setup some custom ticket status types and love them. Sadly we are going to have to stop using them as techs are missing tickets. I would love to be able to set it show that the ticket status types that I pick would be the default view for everyone. This includes going to a client and looking at the tickets tab.
To give an idea of our custom ticket status types we have things like "Pending w/ notes" and "Waiting on parts"
This makes a ton of extra clicks when looking at the client's tickets tab and can…
3 votes -
Plain Text Support
Add support for receiving emails in plain text format that are turned into help desk tickets. Currently only RTF and HTML are supported. Alerts from servers are generally sent over in Plain Text for info purposes.
9 votes -
Automation based on technician reply
Currently, you cannot create any ticket automations for when an engineer replies to a ticket.
I.e set status to pending when engineer replies to ticket.
44 votes -
Block emails from anyone who is not a contact
Create a simple option to block anyone who is not a contact or using the domain of the client company. Will help stop spam emails/tickets being created.
1 vote -
ticket notes
Clients should get details of a ticket when a ticket is created not just the ticket number the actual notes that technicians write when creating a ticket.
7 votes
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