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...

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...

Able to mark a technician out of office where we can mark a tech as out of office, and it will assign tickets to a different tech.

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 agents to record time spent working on individual tickets, including multiple work sessions and entries by different staff members. Time entries should support reporting by ticket, technician, t...

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...

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...

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...