Amending the auto-response / creating templates
Hello, I was wondering if there’s a way to amend the auto‑response when a user raises a change request. For example, when a change is requested, could the auto‑reply send back a form (e.g. a MS Form) with mandatory fields to ensure we receive all the information needed? Alternatively, is there a feature to create different ticket templates that can be linked to specific categories? Apologies if this already exists, I wasn’t able to find anything in the admin portal. Many thanks!
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!
