- Misc / General Images included in emails
- Tickets Announce-only tickets?
- Tickets CC addresses available to staff reply e-mail
- Departments Easier sorting of departments
- Alerts Custom email address for Instant Alerts
- Tickets Force ticket contents before "close"
- Time Tracking Ability to Print Billing Information as well as ticket Info
- Time Tracking New Ticket Filters for Billing
- SLA / Escalations SLA Enhancement
- Knowledgebase Viewing KB article ID's
- Tickets Footer on all msgs with link to ticket
- Tickets Display where last replier is not a staff member
- Knowledgebase Import Knowledge Base Articles from Word Documents
- Users User editable field during registration and field diabling on My Account
- Alerts SLAs -> Ranks
- Tickets Ticket Printing
- Misc / General Return to the same place when editing data
- Tickets Primary Support Person for User Group/Department/Group Template
- Alerts Alerts -> New User Registration Notification
- Tickets Due Date / Last Reply Date/Time
- Users Users -> Add to more than one group
- Users Users -> Ability to tie user to a 'company'
- Misc / General Staff Control Panel : Customising
- Alerts Specific to staff users (i.e. when X does Y, alert me)
- UNKNOWN System -> Ability to configure the widgets (not hardcoded)
- Mail Parser Add "References" to e-mail headers for threadded e-mail clients.
- Tickets Show ticket subject at top of ticket
- Knowledgebase Knowledgebase -> Remember and record stats on KB search terms
- Tickets Categorizing Responses
- UNKNOWN Users -> Registration -> Terms of Use
- UNKNOWN Code -> Automatic POST and GET data sanitization
- Tickets Staff users -> Ability to view tickets responded to / chats handled like regular user
- Teamwork -> Tasks Other is the ability to apply task or event to a specified group
- Live Chat Request Chat Can Only be Accepted By The Person Requesting
- UNKNOWN System -> Versioning of events, content etc
- Misc / General System -> Digital ID (Verisign) support
- Misc / General System -> Support for another SMS provider
- Tickets Tickets -> Merging -> When merged, create a link (redirect)
- Tickets Tickets -> See *all* staff viewing ticket
- Tickets Tickets -> Reply preview rab
- Tickets -> Predefined Replies Tickets -> Predefined Replies -> Permissions
- UNKNOWN Code -> Investigate mailer packages instead of PHP mail()
- Mail Parser Add rules for "Is in CC" and "Is in BCC"
- Misc / General System -> More mass action actions like assign
- Departments When assigning departments to staff, resize the list box accordingly
- Departments Ability to merge departments
- Misc / General System -> Attachment storage type -> When changing, reprocess stored files
- Knowledgebase Different KB and Downloads for different Staff Groups?
- Overdue Tickets on Today page
- Troubleshooter Do not automatically expand trouble shooter tree
- Downloads Ability to sort by category
- Downloads 'View downloads' link when viewing download categories
- Knowledgebase Staff CP -> Sort by Knowledgebase category when listing
- Knowledgebase hen viewing category, take back to category
- Mail Parser A post-parse "Is in Department" rule
- Users Store user langauge selection
- Languages / Phrases System -> E-mails -> Autoresponder in the language of the customer
- Tickets taff ticket creation -> Ability to assign to template group
- Teamwork Better binding of contacts/tasks etc to multiple staffs or groups
- UNKNOWN Custom fields -> Ability to duplicate others (i.e. entire groups and their fields)
- Tickets Assign label when creating new
- Alerts Alerts -> Alert to comment postings
- Tickets Ticket lock -> Reply monitoring without having to start a reply
- Live Chat Customizable live chat invite templates
- Tickets Ability to edit subject while replying
- Templates/Themes Themes -> Dedicated themepath for templates
- Custom Fields Custom fields -> Ability to have "descriptor" first field for drop downs
- Tickets Like in vBulletin, a threaded / hybrid model view for tickets
- Tickets More properties i.e. predef. TO, Dept, Status etc
- Tickets Tickets -> Shift + check a range of boxes selects all
- Tickets Tickets -> Flag individual ticket posts
- Users Users -> Button to automatically reset user password and e-mail it to them
- Custom Fields Custom fields -> Ability to prefil them for ticket submission using $_GET params
- Tickets E-mails -> Add due value in outgoing e-mails (option)
- Tickets Ticket ownership restrictions (reply)
- Tickets Ability to add queue prefix for ticket submissions via support centre
- Tickets Tickets -> Each department has own set of priorities
- UNKNOWN Downloads -> Track which users has downloaded what file
- Misc / General System -> RSS feeds in as well as out
- Tickets Ability to attach third party posts to replies
- UNKNOWN Users -> Bulk add users to group
- Tickets Tickets -> Ability to link tickets together in some way
- Custom Fields Custom fields -> Ability to easily reference them in templates
- Misc / General Scheduled tasks -> Ability to edit properties from within the admincp
- Troubleshooter Ticket integration
- Tickets Tickets -> Round robin tickets
- Custom Fields Custom fields -> Localization support
- Languages / Phrases Localization -> Ability to store and pick signatures of different languages
- Custom Fields Custom fields -> Ability to modify custom field type
- Alerts Tickets -> Alerts -> E-mail entire groups
- UNKNOWN PDA Interface -> Add billable time
- Tickets Tickets -> Automatic purge based on ticket age
- Tickets -> Searching System -> "Search links" i.e. search keywords via $_GET params to share search result
- Tickets Tickets -> Labels -> Label grouping
- SLA / Escalations Tickets -> Escalations -> Initiated by clients
- UNKNOWN E-mail rule --> send to queue
- Tickets Tickets -> Option to link to KB article as well as dump content
- Mail Parser Ability to remove certain addresses from CC, BCC fields
- Tickets Subscribe button for staff
- Alerts Tickets -> Alerts -> To customers
- UNKNOWN Scheduled tasks -> Add MySQL scheduled dump functionality
- Tickets Tickets -> Merge better merge with more options (i.e. what to override, what not to)
- Users Staff control panel -> Filter by verified / unverified
- Time Tracking Tickets -> Billable time -> Time Worked/Billable should not be tied together
- Tickets Edit tab:Ticket Recipients:Add New Recipient - add lookup function
- UNKNOWN Mail parser -> A mail parser for outgoing messages
- Tickets Tickets -> Ticket views -> Columns -> Date of last activity
- UNKNOWN Calender -> Use staff's own timezone
- Mail Parser Separate To: and CC: in e-mail
- Tickets Tickets > Mass print and export options
- UNKNOWN System -> Complete unificiation of user data
- UNKNOWN System -> IRS -> Enable for certain departments only
- Tickets Tickets -> Print -> Ability to customize print vew, template and information
- Mail Parser Rule to match from name against a staff name and perform ticket assign
- Departments "internal" display name and "external" (to clients) display name
- UNKNOWN Templates -> Info -> List of available template vars for each template
- Misc / General System -> Add sequence numbers etc. when displaying things in tables
- UNKNOWN Searching -> Use drop down when searching explicit scope custom fields
- UNKNOWN How to manually add Users without specifying a password?
- UNKNOWN System -> Searching -> An "is empty" condition
- Tickets Print -> Option to print attached images inline
- Tickets Link With Custom Field Group
- UNKNOWN Staff CP -> Personal scratch pad
- UNKNOWN Staff CP -> "Write board" / note pad
- Third Party Integration ModernBill -> More intuitive support dashboard
- Third Party Integration ModernBill -> Disable certain CSS elements when MB detected
- UNKNOWN ModernBill -> Show news by default
- UNKNOWN Languages -> Upgrades -> Works like templates, "requires revert" etc.
- UNKNOWN Downloads -> Assign downloads/cats to department (for when inserting at ticket reply)
- Tickets -> Searching Saving of Searches.
- UNKNOWN Scheduled tasks -> Modify the way enabled/disabled is shown to avoid confusion
- Templates/Themes Template groups -> Restrict by group NOT by group type
- UNKNOWN Client users -> Import -> from a CSV file
- Live Chat Tag Generator -> Generate tag for more than one dept.
- Departments Admin CP -> Departments -> Direct link to department
- Tickets Tickets -> Print ticket -> Print custom fields too
- UNKNOWN System -> Multiple deployable front ends to connect to one backend
- Misc / General CSI -> Front page message/announcement type feature
- Tickets Labels list -> Some kind of floating/scrollable layer for labels
- Tickets Mass 'follow-up' actions
- UNKNOWN Users -> Some kind of ability to group by company"-> Custom fields for group
- Users Staff alert to new registrations i.e. when manual verify needed
- Languages / Phrases System -> Language pack updater tool
- UNKNOWN Live Chat -> Show time visitor last 'clicked'
- Misc / General System -> Aggregate support feeds available (RSS)
- Tickets Ticket list & Ticket view -> Show user's group (user group)
- LoginShare Option to use e-mail address or username
- Misc / General System -> Global recycle bin
- Mail Parser Mail rejection reason
- Misc / General System -> Ability to style print preview / printer versions / PDF export templates
- Misc / General CSI -> Breadcrumbs (sidebar etc) still viewable on login error
- News News -> Printer friendly view
- Code Related PHPdoced code, thorough and complete
- Tickets -> Notes Ability to add notes to certain ticket posts
- Downloads Personal download repository for individual users
- Tickets Tickets -> Submission -> Option to have IRS as a second step
- Misc / General System -> Date / time conditionals in e-mail templates
- Tickets Tickets -> Some kind of ticket-history-as-you-type lookup when creating a ticket
- Misc / General System -> Ticket ID generation -> Ability to add bad ticket IDs
- Misc / General System -> Use color picker popup for color selections
- Knowledgebase Ability to "sticky" articles
- Code Related Use PHP output buffering
- Tickets Ticket view -> Sorting -> Sort by multiple fields
- UNKNOWN Teamwork -> Contacts -> Ability to group contacts
- Misc / General Seporate "Can Change Ticket Properties" Out
- Mail Parser Turn it into a 'ticket' parser instead, and parse form ticket submits
- Using the feature request forum
- Alerts Tickets -> Alerts -> Abide by staff schedule
- Time Tracking Billable time -> Cumulative total in main ticket view
- Live Chat Noise played when new message arrives
- UNKNOWN System -> Automatic login via link ability (option?)
- Templates/Themes Templates -> Editor -> Button to expand template edit box size
- Misc / General System -> Different time and date formats for each module / area
- Tickets Ticket list -> UI -> Better placement of preview hover
- Custom Fields Bind to template groups
- Custom Fields Custom fields -> Ability to prevent users editing them
- Mail Parser Option to parse .msg attachment or not
- Mail Parser When banning check, to see if the ban affects an e-mail queue
- Departments Default department e-mail address
- Tickets E-mail options -> CC / BCC staff users
- Tickets -> Notes Tickets -> Notes -> More options
- Custom Fields Custom fields -> Groups need a "display order" across group types
- Misc / General UI -> An additional "Go" button on the left of mass action ticket view
- Tickets Tickets -> UI -> Better placement of reply-with-quote button
- Live Chat CSI -> Live support button permissions (registered only, etc)
- Tickets Mass acton to clear due time
- Tickets Option to hide staff signatures to save space
- Misc / General System -> Editors -> Be able to add code/html to tickets and knowledgebase articles
- Tickets -> Notes Tickets -> Notes -> A ticket notes tab
- Misc / General System -> Adjustable column widths
- Custom Fields Custom fields -> Custom fields for staff + more locations like at ticket close
- Tickets Staff IRS in new window
- Mail Parser When e-mail is ignored, still should be logged
- Tickets Autoresponder -> IRS results in ticket auto responder
- Tickets CC users get a copy of the ticket when created
- Teamwork -> Tasks Recursive task support
- Permissions/Auditing Password policies for staff users
- SLA / Escalations Automatic notification to users, when their ticket is escalated.
- Issues about teamwork
- Live Chat System -> Chat window close confirmation
- Comments Comments and rating should be limited by IP etc
- Downloads When uploading files, don't require reupload
- Knowledgebase Knowledgebase -> Default comment rating should be 5 starts
- Tickets Ability to delete CC users etc from reply tab
- Tickets Mass action -> Option to Ban & Delete & Delete User Account
- Mail Parser Better bounce handling
- Custom Fields Custom fields -> For downloads, articles etc.
- Users Ability for user to be part of multiple groups
- UNKNOWN Downloads -> Integrate -> Ability to link to download from dropdown to kb articles
- Tickets Tickets -> Flags -> Custom flags and ICONS
- Teamwork -> Tasks Dashboard -> Show assigned tickets (option)
- UNKNOWN Localization -> Date/time format assigned to languages
- Divide Teamwork possible?
- Tickets Tickets -> Quote replies -> Option in admincp to specify order
- UNKNOWN News -> E-mail to a friend
- Teamwork
- Knowledgebase Knowledgebase -> Better article feedback
- Tickets Forwarded messages need to include user e-mail
- UNKNOWN Live chat -> System -> Record operator online hours
- Tickets Tickets -> Gmail style ticket view
- UNKNOWN UI -> Colour picker
- UNKNOWN System -> Downloads/Attachments -> Must be stored seperately
- Custom Fields Interdependant select functionality
- Custom Fields Custom fields -> For tickets -> Display them in post reply tab
- UNKNOWN UI -> Audio captcha
- Alerts Teamwork -> Task assignment
- UNKNOWN Ticket replies -> Ability to send out <pre></pre> formatted code without tag strip
- UNKNOWN CSI -> PDA or low-fi version for handhelds
- UNKNOWN Users -> Preferences -> Specify HTML or plaintext e-mail preference
- UNKNOWN Teamwork -> Notes (syncable with Outlook)
- UNKNOWN System -> Attachment cleanup and attachment expiry
- Tickets Tickets -> Mass "Search and Delete" like in vBulletin
- UNKNOWN Staff -> Preference -> HTML or Plaintext preference for alerts etc
- Languages / Phrases Languages -> Disable a language
- UNKNOWN Users -> Permissions -> To use certain priorities etc
- Tickets Tickets -> Try to track breadcrumb trail when user submit tickets
- UNKNOWN CSI -> All content (kb, news etc) -> Tag cloud style keyword tagging + meta data
- UNKNOWN CSI -> Settings -> Manage widgets on front CSI via admincp
- Alerts Teamwork -> E-mail and SMS alerts for tasks, appointments etc
- Tickets Ticket views -> Remove CC users from this view