An agent in this DeskPro instance only wants email notifications for tickets in her departments. However, they are still getting tickets for other depts, is there any way to create extra criteria in the notifications set up? 

We would like the user’s manager to be copied onto particular automatic emails sent from our helpdesk. Our user info is being imported from Active Directory.There would be two parts to this feature request:1) When syncing from LDAP, we suggest the ability to sync and store the organizational information within each users’ CRM profile, and automatic…

Would it be possible to allow searching for articles custom fields titles or content in the portal? This way groups of specific articles can be easily found. 

When opening a dashboard shareable link on a wall monitor, the Autorefresh checkbox should be initial set ON. Then you can enjoy updated data on the monitor instead of outdated data, as we do today. Often you have no access to the computer, set to automated opening web sites on the wall monitors.

Some times there are messages that contain several attachments.It would be convenient to have the option to select the gear in the upper right-hand corner of a message and use a 'Download attachments' option that wraps up the attachments into a zip file and triggers download.

This is a request to allow agents to control whether relative times or actual times are displayed on their tickets, tickets lists, and logs.

Currently, notifications for a New News post are sent up to 2 hours after the publication of the article. Due to the time-sensitive topics of our posts, it would be much-improved behaviour to have these notification emails sent out immediately after the post is published. 

Microsoft's Translator Text API supports automatic language recognition (see https://azure.microsoft.com/en-us/services/cognitive-services/translator-text-api/). Currently agents have to select the language of the ticket in order to have it translated. It would be convenient if there would be a new entry 'Automatic' for the source language which le…

There is a parent-child relationship item in the custom field for articles.Parent information is not displayed on the user portal when using this setting item, only the child field that has been applied. It would be helpful if the whole hierarchy is shown in the article. 

The ticket ID number always sits next to the subject line in Filters. I'd like the ability to amend this and move it into a seperate column.There is an option for 'ID' in the display options select but unfortunately it doesn't actually do anything. 

Recently, Deskpro changed the way it displays CC'd recipients for each message. Since this change, the following information about the 'TO' and 'CC' recipients has been removed:With the new display method of cc'd participants, there is no longer any information about the 'TO' recipient easily visible. We would like the 'TO' information to be availa…

If an email message contains attachments that collectively go over the specified limit, Deskpro will insert links to the attachments instead of attaching them directly to the email message. However we have the portal disabled and hence the users are unable to access these links.It would therefore be helpful if when this occurs, an agent recieved a…

We would like to be able to manage Deskpro live chats in the the smartphone app. Our sales people would like to have that so they can stay in contact with customers.

When a user A replies to a ticket and marks User B as a cc'd recipient and the main recipient of the message, it is shown on the ticket that the main recipient of the ticket is the helpdesk email. In an older version of Deskpro, the ticket log would show who the main recipient was, but this information is now no longer shown. As our users discuss t…

We have a request for agents to have the ability to download multiple attachments at one time. If a ticket has multiple attachments, the agent needs to click on each of them to download instead of having the option to select all or select the specific files. The only way you can choose what files to download is if the attachment is a Zip File.

Is there a way to control which agents can see certain apps? One team uses an app alongside their tickets, but the problem is - our other agents do not use the same app at all. They see it on the right sidebar for every ticket. Is it possible to only display that app for agents that require it?

1) There should be a way when replying to an email from desk that we should be able to BCC someone..... why are we only able to BCC when forwarding an email?2) There should be a way to reply to 1 person in an email without changing the user of the ticket(like reply to one and not reply to all...)

We'd like the ability to have saved sets of working hours for different SLAs that represent the customers in different regions of the world. Our North American hours are 7:30 to 5:00 where as our Australian hours are 9:00 to 5:00. We'd like to save the working hours for each of these regions and apply to the SLAs for each of those regions.Benefits…

When a Knowledgebase article is written and is awaiting approval, is there a way to kick off an email to let someone know there is an article waiting to be approved?

An impact I've noticed when managing users and organizations is that some time when as an agent creates a new person some of the auto fill data of my own saved info get attached to a customer user by mistake.

When searching for users or orgainzaitons (really anything) it would be more efficient for agents to be show results for 'partial' words. An example is a customer who's last name is Haley called. This could be 'Haily' or Smith vs. Smithe. This also would allow filtering of organizations to show only the ones beginning with a certain letter.

We're using on-prem version 2019.7.3. - and when I create a New Ticket and switcht to NOTE, it still says "Save Note as Awaiting User", and not"Save Note as Awaitin Agent" as it says here: https://support.deskpro.com/en/news/posts/new-feature-start-a-ticket-with-an-agent-note

This isn't a suggestion, except maybe that you might consider making a knowledgebase article for anyone who might find it useful:I have created the following iRule for the F5 BIG-IP platform; this iRule can be attached to a pool that services Deskpro and will set the cache-control headers for the /assets/* directory, but leave the rest alone.The co…

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.

We have a simple procedure with the status awaiting user and awaiting agent.Now the user see the pending status and have question, don't use the procedures, etc.I want disable this status, like the archived status.Thanks

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.

I want the Action of a New Ticket Trigger to be "Set Organization." I'd like to be able to set the Organization for specific tickets as they come in.

After sending out a ticket with attached files to a user / customer, in several cases our clients complain whereas the attached files can’t be opened, but they behave as a link, so clicking on the attached file,the portal site opens forcing login instead of simply downloading the file.Referring to our tests it occoursusing apple mail and IOS mail…

It would be very helpful if the Feedback’sand News or Knowledge Base’s comment possibility would be much more smarter. For instance adding a picture to a comment would make it much more ussable and user frinedly.

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.

We use the feedback system for our inner communication as well. It would be fine to be able to list the top contributors, I mean themost active users.

That would be perfect if i could list my feedbacks somehow in order to check the reactions on them.

It would be very usefulif there would be an option for ordering tickets according to the date of the last modification on them, for instance if a custom field has changed.

It would be perfect if i could list my earlier feedbacks somehow in order to check the reactions.

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.

The only way to create news articles is 100% from scratch it looks like.It would be nice if there was some way to import news externally either via rss or a cron or even a zapier or IFTTT integration.

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.