Welcome to the feature feedback page for bigWebApps HelpDesk! If you have a need that HelpDesk is not addressing please share it here. Be sure to read through the current list to see if your idea is already entered. Voting for the pre-existing idea pools your thoughts with others! Thanks for taking your time to help us with the HelpDesk!
Remember you only have 10 votes. Make them count!! ;)
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13 votes
Alternate Technician and User on Ticket
Allow people other than the main user and technician to be associated with a ticket for communication and collaboration reasons.
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10 votes
Sub-Tickets
Sub-Tickets will allow you to create single or multiple tickets off of the parent ticket. This will allow multiple items to be worked on simultaneously for one issue.
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9 votes
Having VIP option on Help Tickets
I'd like there to be an option to escalate help tickets for a VIP.
If a VIP of an organization calls in a help ticket, it's priority gets escalated by default, and/or be assigned to a technician or tech pool. This way, a VIP can get help ASAP.
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9 votes
Add "tagging" to tickets
Such as with flickr and other websites.. if we are having a common issue we can tag a series of tickets with that issue such as "XYZ Database Error 44." Then when we resolve that issue, we can easily view that tag and close out all of those tickets, or look at the other tickets to see what information is common to them all to possibly help diagnose it. Another example would be a tag for "Confirmed bad monitors" - that way we could quickly pull up which tickets need monitor replacements without going into every ticket in the monitors class to see which we have confirmed as actually bad and which we haven't. Allow multiple tags would be helpful.
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6 votes
Time-Based Notification Emails
Add the ability to set notification rules based on the age of ticket, inactivity on a ticket, percentage of SLA used/left.
Multiple people could be added to each rule, so managers could be notified when a task is not being attended to.
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4 votes
Allow technicians to transfer tickets on hold to new queue
Right now, when a technician transfer a ticket on hold to the new tickets queue it sets the status back to open.
We would like to be able to place a ticket on hold and transfer it back to the queue. Often times there will be an approval pending or some action that we are waiting on someone to complete before we can do anything further with it. We don't neccessarily need to hang onto the ticket ourselves during this time.
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4 votes
Add date/time field for last entry in a ticket to list view.
Add an optional field in the ticket view that shows the time and date of the last entry in a ticket. This would be helpful for sorting to tell which tickets haven't been tended to recently.
We work on a site rotation and could use this to quickly tell which tickets we have already worked on for that site on a particular day and which we still need to look at.
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3 votes
Projects
Ability to create very simple understanding of projects and task lists. Attach tickets to projects.
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3 votes
allow for different levels of access for KB articles
Some organizations would like to be able to segregate KB articles so people who should not be trying something can't get the instructions to do it. Preference would be to link access to the title of the person, ie, a helpdesk level 1 tech could not access titles that are marked only for helpdesk level 2 techs.
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3 votes
Allow KB articles to accept attachments
It would be nice to allow KB articles to accept attachments so you screenshots, or more complete, already formatted documents can be available with the article itself, rather than having to link to another site.
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3 votes
RSS for tickets.
The ability to have the list of open tickets viewable via RSS would be an excellent way to see what issues are outstanding for a given tech. These could further be subscribed to via any RSS-reader (like Outlook).
These would of course be linked back to the BWD itself.
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2 votes
Reports Sent via Email
Reports emailed to key individuals on a scheduled basis. Choose file type to be delivered (PDF, XLS, XML, etc.)
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2 votes
Mobile Version of HelpDesk
Version of HelpDesk to run efficiently on mobile devices.
*Create new ticket
*Respond to ticket
*Close ticket -
1 votes
Collaborative tickets.
If a technician is having trouble with an issue, the ticket can be opened up for collaborative help by notifying other techs. These tickets could appear on the technician/admin home screen as issues that are in need of additional help or an extra set of eyes and ideas.
Submissions for possible solutions would appear in the ticket notes - but the ticket would stay with the tech it is assigned to.
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0 votes
Asset Auditor
Send out asset audit wizard to your users to check off what they have in their possession. Will build list of moved, lost, and current assets for management to report on.
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0 votes
New Report Suggestions
*Reopen Ticket Reports
*Pick-Up/Transfer Ticket Report
*Need to hyperlink the ticket numbers across all reports
*Report on all custom fields
*Report on all ticket events
*Trending Reports-Add your needed reports in the comments section
Add your new report sections here.
- bigwebapps -
0 votes
