• Votes

    7

    Toggle Email Responses

    An abundance of e-mails are generated when actions are taken in the system. We propose the option to, from the e-mail template edit screen, toggle whether specific ...

  • Votes

    4

    Allow customers to update tickets via email but not create new tickets ...

    Our Customers do not have ability to create tickets via email (so that they are required to supply more relevant information). However, it would be nice if they could ...

  • Votes

    3

    Configurable email replies

    When Service desk receives an email which has, for example: From: customer@domain1.com To: servicedesk@domain2.com; someoneelse@domain3.com Replies are sent to ...

  • Votes

    6

    Automated reminders for incidents/requests scheduled for a specific ...

    It would be useful if we had the ability to mark a request as scheduled for a specific date/time, and for that request to then be set as an appointment/reminder in your ...

  • Votes

    5

    update incidents/add notes via email using the "Incident#" number in ...

    update incidents via email using the "Incident#" number in the subject line rather than just replying to an email. This means that the service desk application should ...

  • Votes

    4

    Team email signatures should be editable from the team definition

    Updating the global email signature from setup -> setup -> email -> templates makes sense, however, if you're using email templates per team... I would expect to find the ...

  • 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

    4

    Public notes sent via e-mail should appear at the very top of the ...

    Public notes sent via e-mail should appear at the very top of the e-mail. Customers all too often do not see the note due to it being buried within the overall e-mail.

  • Votes

    2

    E-mail should support EAS

    E-mail should support EAS, not just POP, IMAP etc.

  • 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

    4

    Ability to configure email reject filters

    Servicedesk assumes the following emails are system generated and filters them out: Sender shouldn't be any of the following 1. postmaster@ 2. daemon@ 3. noreply@ 4. ...

  • Votes

    2

    E-mail polling should not delete unknown e-mails

    When an e-mail is received and polling is turned on along with updates via e-mail, the system automatically deletes an e-mail if it doesn't have a service request ...

  • Votes

    3

    Multiple email system connections

    I would like the ability to setup multiple email systems to bring in multiple helpdesk email accounts. This is for user groups from multiple IT support systems, where ...

  • Votes

    5

    How do we turn off automatic escalations for tickets?

    We have a ticket that's breached the response time for the ticket, so the system has assigned the ticket from "Bob" to "System User" (i.e. Nobody). The ticket is still ...

  • Votes

    4

    assign ticket to first tech that create a note using email

    Interesting if technician that create first note responding to ticket creation mail it could be assigned the ticket.

  • Planned

    27

    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.

  • 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). ...

  • Votes

    4

    Ability to turn of e-mail notification to Customer in Service Desk

    Need the ability to turn off the notification of customers when an incident gets created. Helps in saving lot of space on email servers