Version of HelpDesk to run efficiently on mobile devices.

*Create new ticket
*Respond to ticket
*Close ticket

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.

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.

When looking at "My Tickts, when I click on a ticket number (say ticket # 99999), it would be nice to have a "next and/or previous" link to the next ticket. I'd imagine it would have to work with the filter function so the next ticket would be the next filtered ticket.

If you are waiting on parts. I would like to be able to place that ticket in a hold que so that the ticket does not stay open as if nothing is being done.

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.

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.

The ability to close multiple tickets by user and/or subject . I would like to check the tickets I want to close and be able to close them at one time.

When a user creates a new ticket and they select a problem type, ask users questions specific to that issue and record the responses.

This would work best when configurable by the site technicians/administrators (as opposed to a generic set of questions across all bigweb clients).

It would also be useful to help the helpdesk staff get information that the on-site technicians need.

Reports emailed to key individuals on a scheduled basis. Choose file type to be delivered (PDF, XLS, XML, etc.)

Add the option to allow individual response, completion, hours of operation, goal times to be set on individual accounts within account manager.

Create templates for Global Filters so you do not have to individually check dozens of classes and sub-classes for dozens of people. Just create a template, name it, then apply it to whatever user you wish.

This would be especially helpful when creating email groups

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.

Fix the technician checkin/checkout function so that when a tech goes on vacation, all tickets going to unassigned queue don't get polluted with their "out of office" message.

Occasionally, there are tickets that hold information that someone else needs. Sometimes these are closed, on hold, or still open. I think it might be beneficial if we were able to send someone a copy of the ticket documentation from within bigWebDesk. I know it’s possible to CC someone on the closure of a ticket, but in the meantime, we end up having to copy/paste, print to PDF, or send a copy of the htm, etc, if someone’s supervisor or the Exec Director wants an update on an issue.

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.

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.