Help Desk

Currently, there is no way to see which tickets are oldest to prioritize them over tickets that were opened more recently. Please add a sortable and filterable field so we know the ticket age.

There is currently no easy way technicians can see a list of tickets assigned to them. There is no way to filter by assigned tech. With a couple hundred work orders, it will be extremely difficult t...

Allow admin and agent users to attach files — images, PDFs, documents, logs, etc. — to tickets while working them, not only when the ticket is being created by the requester. Attachments should be add...

Align the platform's behavior with its documentation and legal/retention expectations by locking replies from being edited after they're posted, while allowing notes to be edited — restricted to the o...

Currently, our helpdesk system relies on ticket subject lines and message body keywords to classify and report on issues (e.g., password resets, computer issues, Microsoft-related problems). This appr...

Add multi-select to the ticket list view so admins and technicians can apply changes to many tickets in a single operation — reassigning, changing status, updating custom fields, applying tags, mergin...

When our admins place tickets they have to submit, then go back and fill out the custom field (ticket category) to kick-off workflows. Allowing admin tickets to pull the custom fields based on depa...

Summary Add a task component to tickets so agents can break work into discrete, trackable subitems within a single ticket. Tasks should be creatable manually or automatically via the automation engin...