DeskPRO

Reporting expansion

A few nice bits in the reporting system would be:

- Ability to export to Excel/PDF
- Automatically Schedule Reports
- More granular detail in respect to what Brands/Companies technicians have replied to
- In any report, clickthrough to see the actual data behind the numbers, i.e Tech X has rep...

Multiple Helpdesks Integration

As I noted to Chris on a ticket #2767-MPEG-5774, we're looking for the ability to manage multiple business names under one helpdesk. We're looking for Deskpro to be able to separate the frontend for clients from the backend, so that we can install multiple frontends on different domains, while all o...

User API

Extend the billing API to allow user creation, modification and deletion.

Super Users

The super users (users who has access to all tickets from his company), should be able to close tickets opened from other user.

Turn on/off auto responder in user area

Ability to turn off new ticket autoresponder and new reply autoresponder in user area because some users might want it and some users might not want.

Category Specific Workflows

It would be great to have global workflows, and also category specific workflows that only show up when ticket is in a specific category

Ticket Details in User replies emails

Adding ticket info in user replies, both autoresponders and ticket replies to users. Like:
Ticket ID: xxx
Department: Support
Priority: Low
Status: Awaiting User

Have you seen the ticket replies of Kayako how it contains ticket details? I mean the same for DeskPro

Deskpro Plugins Module

Setup some way to allow those of use with full source code access to create our own plugins and having them and their hooks readded when a new version of deskpro is installed maybe with a hooks_location table or something

Last replier in ticket listing in user area

Show "Last Replier" in ticket listing in user area, and this coloumn would have two things to show "You" and "Staff", so users will know if the last replier to each ticket is themselves or a staff.

Manage orders manually

1) ability to cancel or delete orders
2) ability to set orders as paid/due manually.

Digital Sign-Off/Approval Procedure to Managers/Team Leaders etc.

Deskpro needs a simple sign off procedure to handle change requests, purchases etc to be approved by a department head or manager. Sometimes, people ask for permissions or other requests that we need to approve through a main contact at their company (a sort of change request procedure). We would li...

Approve @domain.com email addresses automatically.

Can Deskpro be set to accept email addresses from the same domain, but not registered within the helpdesk, will auto register.. as long as the @domain.com matches. E.g. we have a single user account for Company1. We have user1@company1.com, user2@company2.com registered on the helpdesk... user3@comp...

Allow feedback from anonymous users

Currently the feedback system only allows feedback from registered users. I would like to see two options, the first would allow both new suggestions to be submitted and voting by anonymous users,
and the second would allow only voting by anonymous users.

As a side note, adding the feedback plu...

Support hours & Ticket Escalations

An extremely useful feature would be to set operational hours (needs to be on a per account basis, as different customers have different SLA's). If a customer logs a ticket outside of their SLA hours, the ticket during this time wont escalate and also the time from opening wont increment until their...

A big search box at the top of all pages...

A big search box at the top of all pages to search everywhere in the helpdesk: KB, manuals, news etc. with results automatically displayed after a small delay (like google live search)