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!! ;)
Anonymous votes and ideas will be counted. BUT logging in prior to your input will help speed up communication.
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88 votes
Mobile Version of HelpDesk
Version of HelpDesk to run efficiently on mobile devices.
*Create new ticket
*Respond to ticket
*Close ticket -
35 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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29 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.
Alternate Users have been added as a option to bigWebApps HelpDesk now.
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22 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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19 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 ... more
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17 votes
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15 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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14 votes
Previous & Next
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.
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11 votes
Place a ticket holding for parts in separate que
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.
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11 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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9 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 f... more
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7 votes
Ability to close multiple tickets at a time.
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.
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7 votes
The ability to report on each technician that updates a tkt
Often multiple technicians will do work on a ticket. When it's closed, the closing technician (or the one it was assigned to) gets "credit" for the work. I would like to see the ability to report on each ticket (regardless of whether they were the assigned technician or not) a technic... more
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6 votes
Autoselect on transfer to tech/class
When transferring to another tech/class, autoselect the radio button when an option is chosen from the drop down menus. That would be nice
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6 votes
Custom Fields specific to Class
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 ... more
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6 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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4 votes
SLA Packages for Individual Accounts
Add the option to allow individual response, completion, hours of operation, goal times to be set on individual accounts within account manager.
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3 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... more
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3 votes
templates for Global Filters
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.
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3 votes
the ability to filter logins by account name
This would be especially helpful when creating email groups
