Improve URL filtering
I reached out to support already, and they directed me here. A few weeks ago, we noticed that URLs are being filtered out of tickets when they’re emailed to end users and support staff. While I understand the security reasons behind this, the message simply says “to see the links, open the incident details page” without giving any indication of where that page is. About 99% of my users interact with our helpdesk exclusively through email and have no idea how to access the helpdesk anywhere else. If URL filtering is going to remain in place, I’d like to suggest adding an approved-website list or at least providing a clear “access here” button or link to the incident details page. As it stands, the feature feels incomplete and not ready for production. We frequently include URLs to external knowledge-base resources, and having to email these outside of the ticketing system is inconvenient and disrupts our workflow.
Client / End User Ticket CC option
Can this feature be added please. Our end users would like to have the cc option when creating tickets as they sometimes want to add other members of their team in there for visibility. At the moment only an agent can add a cc to a ticket but having the end user being able to add a cc would be a good feature.
Make Filters Persistent
I constantly have to keep changing filters on the Helpdesk to filter out closed and resolved tickets. By default you should only be looking at tickets that are currently open. I have no clue why this system defaults to all tickets.Please at least make filters persistent/sticky, so that once I have filtered the dashboard the way I want to view it, it stays that way. Constantly have to reapply filters throughout the day so that closed and resolved tickets are not cluttering up the view of current tickets we're trying to work on is a must!
Mine and unassigned filter
The filter should have mine and unassigned, because whenever I need to see my and the new unassigned tickets the only chance is not to have a filter, but like this I see all my colleagues tickets. if I want to see mine I can't see the new ones anymore, because it is filtered to my name only. This is a must on a ticketing system.
Helpdesk "Submitted by" User Management Improvements
We would like to see improvements to the "Manage users" section of the Helpdesk located under the "Submitted by" drop down. One, that is the only place to access that managed user list. That should be centralized somewhere not just there, and we are not able to edit the user once they are created here, can only delete them and then recreate them. Two, maybe this is better to be handled in the Resolve Admin central under Users instead? We feel like this part of the product was an afterthought, as agents and admins we don't have too much control over this list of users. we would love to have more integration with the user thats submits the tickets and the system itself.
WorkFlows
I would like to suggest the addition of workflows or approval flows for tickets. User requests a new device. Request goes to Manager. Manager can then approve or deny a request. Leaving notes for each response. Approval sends ticket to IT for fulfillment. Deny sends ticket back to user as closed with explanation. (Explanation required for deny.)German localization of status mails according to the language set by the user or globally
We are currently evaluating Goto Resolve and have many users who do not speak English or speak it very poorly. The emails our users receive for the tickets they have opened in the helpdesk are exclusively in English. It would be nice to set the language for the mail events either globally or depending on the language set in the user profile of the ticket creator.
