Help Desk - Call back number field
Although the Help Desk feature works great and allows our team to keep our ticketing and remote support system within one platform, there are a couple of things that could improve. We moved from Spiceworks to GotoResolve for ticketing and noticed that the user portal is very general. Is there a way to have a portal where the organization can customize fields? My organization has over 365 locations that can be serviced on any given day, we do not know everyone so it's useful to have a field that asks for a call back number or extension of the user. Another field would be for the person to select their state. In our organization we deal with states and multiple languages. Previously, we had customized our portal for such necessities. These things allowed our techs to immediately identify the users for a quick follow up call and support.
Re-Arrange Categories
The ability to re-arrange our categories by either drag and drop or even an up and down arrow would be a great addition. Currently, the only way to re-arrange the ticket categories is by renaming them (which then changes all the tickets that category is associated with) or deleting all of the ones below where you want to put the new one in the list. It makes it very tedious to keep the categories in alphabetical order for ease of use for our end users.End User Custom Fields
The Custom Fields are great, but it would really be helpful for the End User to be able to see and input information into custom fields as well. Being able to set which field is required would be a great addition to that as well. An example would be that in our school district, we have multiple sites and have teachers coming and going every year. Allowing us to add a custom field for "Site/Location" and then the end user being able to put their sit in that field would be very beneficial.Reduce inactivity time when connected to a PC from 30 minutes to 15 minutes
“We need to make sure when you are done with the machine you are connected to that you End Session. If the session is not ended, then your account will stay connected, and the status will in "In Session" and no one else will be able to connect without your permission. It will stay in the status for about 20-30 minutes because it will automatically disconnect you”
