709 results found
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Bugfix: Links in the New Ticket Interface Do Not Open in a New Tab
In the old interface, all links from a message opened in a new tab. However, in the new interface, these links open in the same tab. This is inconvenient because we have to use the browser's back function to return to the ticket, which takes time to load and is not user-friendly. 90% of our tickets contain links that we need to follow.
Please fix or address this bug/feature request.
2 votes -
Manually set the closed date of a ticket
Manually set the closed date of a ticket - Would like the ability to set a closed date in the previous months time period to make sure it is added to the monthly billing batch.
2 votes -
Add spell check in ticket input
Would be nice to have a spell check and/or spell correction when adding notes or modifying tickets.
71 votes -
Option to prevent auto response loops
Okay need some sort of a rule or ability to prevent loops of auto response triggering 3rd party auto responses and generating infinite tickets until the ticket creation rule is disabled. Maybe something that prevents users or the same email from creating more then so many tickets a minute or hour or a definable amount of time.
3 votes -
Allow customisation of all areas of ticketing forms
For all mandatory ticketing fields in forms to become customisable
3 votes -
Need a Ticket Type of Test
We need to have a Ticket Type of Test so we can filter by Ticket Type in Technician Reports.
3 votes -
Alter ticket UI to better integrate with Ticket properties
The current ticket UI requires alteration due to excessive whitespace, particularly in the description and response fields. With the increased utilisation of Forms, it's crucial to emphasise ticket properties; however, the existing UI layout impedes full integration of forms and custom fields. To address this issue, we propose two solutions:
Enable end-users to customize the UI layout according to their preferences or the specific needs of engineers. This flexibility would allow for optimal use of space and prioritisation of ticket properties.
Implement a permanent fix that enhances the prominence of ticket properties within the UI. This could involve redesigning the…
4 votes -
Email Forwarding from Tickets Without Altering Content or Requester
I propose a critical enhancement: the ability to forward emails from tickets to other internal departments or external entities without modifying the original ticket content or requester information. This functionality is vital in scenarios where individuals beyond the original requester need to be engaged for resolution, such as liaising with a key account manager or arranging new hardware purchases.
The absence of this basic yet essential feature in a service desk environment is a significant oversight. Its implementation would greatly streamline communication processes, ensuring efficient and effective resolution of tickets that require broader collaboration.
5 votes -
Tickets NEW UI, keeping items at the top of the screen
When I am scrolled down several pages on a ticket, it would be nice to have the “Reply and Internal Note” feature still visible at the top of the ticket screen.
2 votes -
Create ticket that is not visible to the client
Ability to create a ticket that is not visible for user that set as "main contact"
5 votes -
Custom Ticket Types
It would be very helpful to have custom ticket Types. This would allow for creating different kinds of tickets and, importantly, applying different ticket automation rules.
Example... "normal" type tickets (problem, incident, etc) can generate emails sent to customers. But a custom Type (Sales) can be configured to NOT generate a notification email, and auto-set Status to a fitting custom status (Sales - Requested, Sales - Ordered, etc).
Currently, I am doing the same thing by using custom Product Family options, but those fields are not available in the mobile app, which we do use regularly.
15 votes -
Edit To field
Ability to edit 'To' field when replying tickets so requests can be forwarded off to correct depart or correct person.
3 votes -
customize automated technician email
Add the ability to customize the automated responses that get sent to users when technicians comment on tickets.
3 votes -
Quick Reply Template Custom Variables
Please add a variable for the "Customer Main Contact".
This variable will be useful in quick replies where you would be advising someone to seek approval to proceed with things like Software or Hardware purchasing etc.. I was surprised that this was not already an option...
2 votes -
We need somehow evaluete quality of emplyees work. Ticket scores shoud be not only in excel but in API too. We will take it and use .
We need somehow evaluete quality of emplyees work. Ticket scores shoud be not only in excel but in API too. We will take it and use .
2 votes -
Reply to tickets via email
Reply to tickets, update tickets via email (email correspondence).
Need the ability to correspond with customer tickets via email only. We need to easily see ticket content and reply to the ticket via email with our replies entered in the ticket. Every helpdesk software I have ever used worked this way except Atera/Zendesk. It make Atera almost useless as a helpdesk ticketing system for a busy MSP.
The website is not good (no desktop/browser notifications) and it seems ridiculous to have to receive mobile app notification with a web-portal open at the same time.
99 votes -
Email Parser
Is there a way we can get a better way of receiving tickets via email? I had to work with google several times because I found that several tickets that were being emailed in were not forwarding properly. I have a email parser set up with Kaseya BMS (we are moving away from that) and it has never missed a email. Majority of our clients send in tickets via email, and not using the portal. Most of them have been emailing us for years and do not want to change the way that they contact us.
1 vote -
Ticket Priority based on email by importance
Users who email in their IT tickets, it would be very helpful if the "importance" set in the email (low, high, etc) would change the ticket priority level to match.
1 vote -
Ability to specify a custom ticket form/template on the URL
It would be nice to have the ability to specify a custom ticket form/template on the URL.
1 vote -
Deferring Tickets for Later
I appreciate the ability to schedule tickets when a tech creates them, but i'm also looking for the ability to defer tickets that come into the helpdesk by users if work is to be completed at a later date.
Example: A manager opens a ticket to have a staff member offboarded, or there's a change of staff a couple of weeks down the road. Currently we have to delete the ticket and create a new scheduled ticket manually, whereas this would be a lot easier if we can defer the ticket to a later date and remove it from view…
2 votes
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