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...

Expand the existing email and portal notification capabilities to support additional communication channels, including Microsoft Teams, Slack, and Google Chat. Notifications should be configurable by...

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...

Summary Allow tickets to include additional users as collaborators, beyond the single primary requester currently supported. Problem A ticket today can only be tied to one user. In real cases, mo...

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...

Add Configurable SLAs by request type/department/other criteria. Ensure the dashboards reflect these SLAs and flag at risk tickets through multiple options (highlights, email/notifications) prior to S...

Support article-level and category-level permissions within the knowledge base based on department, role, and audience. Articles should be designated as public, authenticated-user, department-specific...

The system should identify potential duplicate or recurring tickets by analyzing similarities in ticket subject, description, category, affected service/device, location, user, and/or timeframe. When...

Ideally, we would like to be able to assign a ticket to a specific Technician during the ticket creation. This would streamline the process and allow us to create tickets quickly and know the correc...