Help Desk

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...

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...

Include a click-to-close link on ticket email, or allow the technician to respond with specific syntax or command. An inbound email action then parses the text, updates any notes and sets the status t...

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...

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...

Allow authorized users to create ticket templates that automatically generate on a defined schedule, such as daily, weekly, monthly, annually, or on specific dates. Recurring tickets should support pr...

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.

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...

We would like to see an option to only allow ticket assignment to admins who are apart of a department. Currently when assigning a ticket all admins are available to choose from, we would like to see...

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...