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!
Ticket Filtering Bug
I'm unsure if there is a specific place to be reporting bugs other than in Community Discussions, if so please point me there. I ran into this bug today, when switching between filters you have to clear your current filter before applying another one or they will not switch to your new filter choice correctly. For example; This is a filter I made to see any unassigned tickets, "Unassigned" Assignment status: assignmentStatus.unAssigned This is a filter I made to see tickets assigned only to me, with any status not considered closed, "My Tickets" Status: Open, In Progress, On Hold, Blocked, Backlog, waitingOnCustomer, waitingOnPurchase, waitingOnVendor Assigned to: Trevor If I have the Unassigned filter active and choose Filters Icon > Favorite Filters > "My Tickets" the following filter is then activated, leaving out the Assigned to: Trevor portion. Status: Open, In Progress, On Hold, Blocked, Backlog, waitingOnCustomer, waitingOnPurchase, waitingOnVendor
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.
