• Planned

    36

    Ability to open more than 1 session per User

    Actually you cannot open a second session with the same user. If you working on several Tickets in more than one process at the same time it is cumbersome. Switching ...

  • Votes

    26

    Role that can edit all tickets

    In a service desk environment, it is frequently necessary to move or modify a ticket that has already been assigned to another user or team. Currently, users must first ...

  • Planned

    25

    when adding a note, make technician cc a dropdown field to select ...

    We shouldn't have to type in the technician e-mail address by hand each time.

  • Planned

    23

    Configurable window-sizes for popup Textboxes

    If you have a large screen, the text-input boxes are small. a lot of the screenspace is unused. Instead of Scrollbars use the actually wasted monitor-space to show more ...

  • Votes

    22

    Intregration of GroupWise calendars into Service Desk

    i would like to see GroupWise calendars periodically imported into Service Desk

  • Votes

    18

    ZENworks remote control

    As we know, ServiceDesk ZENworks remote control works when SD gets data imported from ZENworks server - hardware item, where one field is with imported device IP address. ...

  • Votes

    16

    When creating a request for a Customer, don't make me click the search ...

    When a Technician is creating a request on behalf of a Customer the screen allows you to search/locate the Customer and then prompts you to pick the Item. Rarely is the ...

  • Planned

    15

    Permalinks for tickets

    Please add the ability to have unique URLs which point directly to specific tickets.

  • Planned

    14

    Ability to create new tickets with mobile apps

    Please add the ability to create new incidents and service requests through the Android and iOS apps.

  • Votes

    13

    Ability to add RadioButtons, Checkboxes to Templates of Quick Calls

    I would like the ability to add RadioButtons and Checkboxes to Templates (Description) of Quick Calls. It would be helpful for Customers if they could select options in ...

  • Votes

    13

    Scheduled Backups for Service Desk Appliance

    For the embedded PGSQL database, include a (default) option to keep x days of backups on the local appliance, and schedule this during installation. This should be ...

  • Votes

    13

    Add Custom Fields to Email Templates

    When adding a custom field in service desk (Setup > Custom Fields > Incident) there is no option to add the custom field to an email template (Setup > Email > Templates). ...

  • Planned

    12

    Unified search which includes Incidents, Service Requests & Problems

    It would be very helpful to only have one search form which can find tickets regardless of the type.

  • Planned

    12

    Widget "Create new Ticket" in Technican-portal Dashboard

    Ability to create new Tickets "One-Klick-away" from the Dashboard in Technician-Portal. The Dashboard is a good to get an overview of existing Tickets. It would be nice ...

  • Votes

    11

    Show pictures/graphics within Descriptions and Notes and not as ...

    If someone uses eMail to create a message they may add a picture or graphic within the body of the message that will in turn become the Description within the Incident. ...

  • Votes

    11

    Remote control without ZENworks

    Currently it is not possible to remote control a workstation without ZENworks. Allow remote control (with permission from end user) without ZENworks and have it audited ...

  • Votes

    11

    Availability to select a device from a list of all user related ...

    The customer doesn’t want to select the hardware device of the user everytime he is opening a ticket. Because of the ZENworks integration the relationship between user ...

  • Planned

    10

    Request URL to be available on ALL email templates

    The Request URL is a link that is identified by the Request Number and links you directly to the request within Service Desk. Unfortunately this is only available on ...

  • Votes

    9

    Remove attachments from Service Desk emails

    We have users that need to attach a file to a request with sensitive information. The issue is when the file is attached, a notification email is sent, which includes ...

  • Votes

    9

    Custom email templates

    We would like the ability to create custom email templates. They should be able to create at each level. System, Team, User. This would save time when a tech needs to ...