Help Desk

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...

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...

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...

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...