I would like an easy way to switch outgoing email fomats between HTML  and plain text (ideally a check box in the agent reply area on the ticket). 

Hi,Is there any possibility to add to the instant messaging features that we should be able to mark a msg as unread? i have realized a lot, that things have been forgotten and have not been done just because it was done by communicating on the internal chat (IM) and couldn't be marked as unread or so...Another feature that would be a real help is i…

Is there a way I can see real-time Agent activities, as in what tickets they have open? 

I am wondering if we can copy all the settings of a brand (the portal settings) because we have customised the portal and hidden some settings, would it be possible to add an option to duplicate these settings onto a new brand. 

A KB article can have more than one category, but downloads and news cannot? Can this be added as an option? 

Is there any way to provide an option to allow users to close tickets through email?

At the moment, all custom fields in a department's ticket layout must be populated correctly before a ticket can be created or modified. This has some benefits, but a number of setbacks. We will need to discuss if the current way these fields are handled is correct. Different rules could be decided for PUT vs POST commands.Hidden conditional fields…

Is it possible to hide or remove some/all of the default "Awaiting Agent" filters in Deskpro? We exclusively use customized filters, so the other ones just take up space (especially on mobile).

The checkboxes that change a ticket's properties do not have a None option in the Team selection in order to unassign Agent Team

I have one of my monitors turned up on its end. It would be nice to have an option of listing the tickets on top then the full ticket below.

Currently the ticket default settings are global.It would be helpful if we could vary defaults for departments to support different workflows. 

I would like to be emailed if a chat request is missed. Currently there is no way to be notified of a missed chat.

We've created a number of custom stats and they're filling up the reporting interface.  We already use  labels but we'd like to be able to group them as well.The ability to create folders would be ideal.

Adding a Note to a ticket doesn’t affect on the “date of last reply” parameter. It would be very usefulif there would be a new parameter “date of last modification” which would change when i add a Note to a ticket or modify a custom field.

With Macros there's an action 'close ticket tab'.It would be helpful if there was an option to keep the ticket tab open as well 

https://support.deskpro.com/en/kb/articles/missing-authorization-headers-with-apacheAbility to add the headers into a custom Deskpro configuration due to managed services limitations.

It would be helpful if you could remove built in required fields from the contact form.We use a number of custom fields and for some types of tickets these include enough data that a message isn't neccesary so it would be helpful if we could remove this field.

I would like to be able to create something like an interactive troubleshooting tree within DeskPro. We would be able to define questions and based on the answers the customer clicks on, display new questions or advice to help users troubleshoot the most common issues that customers run into without requiring them to submit a ticket.

We use the date/time custom field feature in the user contact form to offer calls within 7 days of opening the ticket. That means, 7 calendar days, so looking at a weekend, you really have 5 actual days out of those 7. The user can set a time and date when they want a remote log-in or call to their desk. The agent then proactively schedules with th…

Is there a way to alphabetize Sub-Statuses found under Tickets > Statuses > Sub-Statuses?I was thinking click-and-drag but that does not seem to be the answer, and I do not see a “Sort” optionanywhere.

Currently you can add one owner and then multiple CCs to a ticket.We would like to be able to add multiple owners as well.This would be helpful as when someone is added as a CC rather than a 'To' they can see the email as lower priority as it's not directed as specifically for their attention.

Is it possible to have a view-only option for tickets in specific departments and not be able to modify or respond to tickets? This comes in handy for "outsourced" agents who have their own department but could be able to see tickets from other departments for more information when needed.

Currently in the ticket defaults you can set a default status for when you're sending a reply.It would be helpful if you could set a default for a note as well (usually when adding a note you'd want the status to be awaiting agent  for agent visibility). 

When chatting with a client and they move away from the active chat tab, is there anyway they can receive a constant notification that we have replied, flashing tab or a static icon.The speaker currently appears but is only visible for 3 - 5 seconds

The sort criteria for organizations is currently limited.If you could add some extra options that would be great, specifically the date the organization was reated and the organization ID.

There is currently no option to translate download categories in the way you can for Knowledgebase articles.This is a feature we would find very useful.

It would be helpful if you could use the EULA download fields for hotlinked files as well as standard uploads.Currently if you enable them you are not prompted with the EULA when you attempt to download.

Hello,We would like to introduce a new brand.Currently we are trying to embed the widget, but we would like to preselect fields in the form.With the "department" parameter, it is possible to select the support department and with hide_department, the selection box for the department can be hidden.We need to preselect for product "ReportingCloud" in…

Data retention rules (GDPR for example) can mean that tickets need to be deleted after a certain amount of time.Once deleted from the system  completely (when the recycle bin is purged) it isn't possible to report on thse tickets at all.It would be useful if you could continue to reference these in certain reports.Obviously the user details shouldn…

Ability for a User to print a well paginated history of a selected ticket

It would be amazing to be able to add a Team leader of a team that can see all of the activity their team is executing.

In the search field, we would like to see the knowledge listed not just as KNOWLEDGEBASE but by the Category. 

Some like it enabled by default, others don't. This should be a per-agent configuration option.In fact, all the options for new tickets and new replies should be customizable by the agents (for organizations that would let their agents choose).

I noticed it when looking at the task list. It is just an endless row of blue badges regardless of the number of items. From an UX point of view the badges should only be shown when the item count is greater that 0.This applies to all occurrences throughout Deskpro except maybe the SLAs. In those cases badges with 0 have a transparency effect to th…

There is only rudimentary support for Kanban metrics in Deskpro (Average time to resolve tickets). The following reports should be build in:1) Lead Time (From Created until Resolved)2) Cycle Time (From a certain (sub) status until ResolvedThose should be implemented as scatterplot charts with percentile lines (the average is meaningless) with tende…

When using "Actions → Print" or "Actions → Download PDF" the content should show a "Printed by" or "Exported by" line, which shows the person who used the functionality. This way, if printouts with sensitive data that aren't handled with care and are just laying around could be traced to the responsible person.

At the moment it is not possible to export dashboards to PDF. This should be a core feature.A workaround to print the page to PDF results in the first page good but all other pages are blank.

The reports interface should have at least the Ticket insights dashboard configurable so that the stats can be taken for specific periods; for example each month (monthly statistics) each quarter and the whole year. The way it is now I have to create custom stats for each month in order to present them in a monthly dashboard.

 We'd like Admins to be able to review a log of the internal Agent IM chats, for compliance etc.  

We'd like to be able to strip really small attachments out, those that are usually company logos, or a Facebook/LinkedIn mini logo. When we get them, there are often 4-6 attachments plus the main intended attachment per email. It would be nice to limit anything under 2kb for instance.

When I add a sub-status to any of the base statuses, changing the status to this substatus now requires me to click twice in the ticket status field.This is quite error-prone, and requires more actions than is desirable.I want to select one status with one click; why not display the status select drop-down in the same way that departments and sub-d…

When I go to create a new Person or Organization, the auto-fill is annoying and rather than turning off my auto fill the text fields shouldn't call for auto-fill. 

Hi, I think a better way to track agent time spent on tickets would be to force the agent to allocate an amount of time per ticket reply, and then all reply times are added up when the ticket is resolved/closed.

Is it possible to display the parents of the organizations in the table and also in the ticket? Therefore one would see at first sight who belongs to which organization.

When I get a mail on phone/iPad, when clicking on the link it open webpage, with the suggested app, but the app is installed and configure, why not open the app with the ticket

The mobile app doesn't show that a new ticket has been logged, and it would be very useful for the app to have appropriate notifications that are similar to ones I have set in my user profile. 

We are running Joomla web server on our serverfor years. There we have all our customers. We would like to connect Deskpro to Joomla, so customers can authenticate using their existing accounts stored in Joomla.Currently, Deskpro database authenticator only allows connection to 1 table, and Joomla stores the information in 2 tables

Currently the helpdesk reporting system can easily measure the average time till the first agent response. This is a built in, core stat.An additional stat on average response time for 'every agent response' in a ticket could be a useful addition. Thoughts from the Deskpro support team: This concept could be complex to actually implement, as suppor…

Possibility of having extensive reports for email failures

We currently have a number of powershell scripts that are used by helpdesk agents to perform certain tasks. Previously, on completion, these tasks would send an email of the results to our support mailbox with the ticket id in a specific format ("Re: [Request ID :##123456##]") and the email would be automatically added to ticket 123456.Is it possib…