Tickets: New Ideas: : General | Helprace Support

Get Custom Fields in Ticket API

Randy Rijkschroeff — Fri, 22 Nov 2019 20:48:57 +0000

Is it possible to retrieve the custom fields and their data when using the api to get the ticket information.

Reporting for custom fields

Lars Johansson — Mon, 03 Dec 2018 15:17:24 +0000

Reporting for custom fields

Organisation manager (user)

David — Wed, 07 Nov 2018 16:26:41 +0000

It's great to see the arrival of organisations (the only correct spelling lol)

What I'd like to see is the ability to make one of the organisation users as a manager/owner of that organisation container. So all users are restricted to thier own tickets and the manager/owner can see all tickets within the organisation. Minimum level of View.

And could take permission options to, edit, solved, and re-assign ticket to a user within that organisation.

Have distinct "Merge" and "Close as duplicate" functions

Matthias Basler — Wed, 20 Jun 2018 11:20:43 +0000

The current function for merging tickets is not doing what I (and my co-workers) would expect it to do. Basically what it does is to close the current ticket as a duplicate. It is not doing a "merge" literally.

We would need a real merge function in order to cope with following frequent problem (here as a sample)":

Tickat A "Cannot print"

Customer question: "I cannot print from your application."
Support answer: "Are you sure your printer is switched on?"

A day later the customer answers, but for one reason or another his/her answer creates a new ticket, for example because the customer used a slightly different email thread name.

So now we have a ticket B "Still cannot print" with the content

Customer question: "I switched the printer on but it still doesn't work.

Using the current merge function does not help here as Ticket B is not a duplicate, but a follow-up of Ticket A. I would want Ticket B to be removed and Ticket A extended by the content of Ticket B. (This is what "merging" literally means.)

If there is already a way to achieve this, please let me know.

Easy way to swap user from CC with requester

Piotr Tokarski — Thu, 10 May 2018 11:31:04 +0000

Often user, who has submitted a ticket, passes it to someone else in his organization. Most of the time it's someone who was CC'ed in the ticket.

Right now swapping the requester with someone from CC list requires me to change the requester, then manually add the previous requester as CC.

Would be nice to have an option 'Swap with Requester' when clicking a user from CC list.

Custom SLA for groups and organizations

Darren Bridle — Tue, 10 Apr 2018 10:20:32 +0000

Show My requests in main menu

Piotr Kononow — Fri, 06 Apr 2018 16:05:40 +0000

For a logged in user show My requests in the main menu. Ideally with a number of open tickets. Right now it is not clear where to find it.

Use my own mailbox without forwarding

Harish Vasishta — Mon, 26 Mar 2018 10:08:14 +0000

e.g. via IMAP

Show page referer on a submitted ticket

Megan Neal — Mon, 26 Mar 2018 10:03:57 +0000

I'd like to see what page (e.g. article or topic) user visited before submitting a ticket via "Submit a Request" form. This will add some context to the question raised in the ticket.

Import emails from an external mailbox

Rudy — Wed, 07 Mar 2018 10:11:41 +0000

Import messages from an external mailbox, for example gmail or IMAP (basically sync)

Notify selected organization members of ticket status

Megan Neal — Thu, 01 Mar 2018 10:14:21 +0000

I want selected members of organization to be notified by email about changes in status of the ticket opened by one of the organization members.

SLA taking into account business hours

Megan Neal — Fri, 02 Mar 2018 15:13:08 +0000

I want SLA conditions to take into account our business hours. For example, a ticket is opened on Saturday (we're closed on the weekends). I want SLA rules ensuring tickets are solved within x hours to start checking on Monday morning, not Saturday.

Push notifications

Manuel L — Mon, 29 Jan 2018 16:37:36 +0000

Push notifications would certainly improve response times by my team. It should be possible to activate those for individual filters.

https://framework.realtime.co/demo/web-push/

Personal and shared views in reports

Ann Plana — Wed, 27 Dec 2017 15:50:40 +0000

Add link to ticket to emails that doesn't require login

Megan Neal — Tue, 19 Dec 2017 15:49:33 +0000

Include a link in ticket responses that would allow to view the ticket in the user portal without entering credentials.

Ticket reporting for customers

Megan Neal — Tue, 19 Dec 2017 15:20:04 +0000

I need the ability to create and present reports to my clients as to how much time they have used in a period, a listing of incidents for a client; dates, times, brief summaries of ticket problem and maybe even resolution.

Follow the ITIL terminology

Joe Gallacher — Tue, 19 Dec 2017 14:48:09 +0000

Assign ticket automatically when agents starts working on it

Info — Mon, 18 Dec 2017 16:47:52 +0000

Assign ticket to the agent the moment the agent starts responding to it (e.g. clicks the Reply button).

Agent going off-duty

Info — Mon, 18 Dec 2017 16:45:50 +0000

I wish agents to be able to go off-duty. Meaning after an agent finishes their shift, a customer may respond to a ticket assigned to that agent. I want that ticket to become unassigned because the assignee is off-duty, so that another agent can work that ticket.

Default to private notes when agent works on a ticket

Tom Browning — Mon, 18 Dec 2017 16:35:29 +0000

Draw a clear distinction between public and private comments in the agent interface, defaulting to private