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.
Add a notification when a ticket is transferred between queues
Hello, We just created a second IT team with its own ticket queue within Resolve Helpdesk. We noticed when the teams xfer tickets it doesn't notify the receiving team, so tickets are getting responded to later than we'd like. Has anyone figured out how to do this? As of right now we have people doing shoutout via teams chat but its not the best bandaid.
Allow clients to add files to the ticket at any time
Helpdesk portal only allows attachments on initial creation. The IT support can attach files all through the ticket history, but the end user can only do so when they start the ticket. The end user can add files via email throughout the ticket and seems like a flaw that they cannot do so in the ticket portal. This needs to be an option in the portal throughout the ticket history because we request screenshots if they didnt send one in initially. Please fix!
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!Tickets Created in Teams mandatory fields
We need to have the custom fields that we have added to be mandatory to open a ticket within Microsoft Teams. For example, we have multiple locations across the company. We added in custom fields a location category. However, if you open a ticket within teams that field does not populate when opening a ticket. We need that to be mandatory to select
Helpdesk Ticket List View - dates/times
Helpdesk Ticket List View does not have creation dates/times, which makes it hard to browse for specific dates/times to see what tickets came in then. For example, if I want to know what my employees were doing around midnight two days ago, I can only see the most recent 10 tickets in the default bubble view, which shows the date/time in the corner of each bubble - so I switch to List View for Closed Tickets to go back further but now I cannot see any dates/times. Yes, I can use the Filter to set a date range for the list, but the resulting list still doesn't have each ticket labeled with the date/time (unless you click each ticket one at a time to open and go in and look). Thanks!
