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12 Votes	Ability to assign a higher-level user to technicians or admins. The higher-level user(s) will be notified if the ticket has not been processed over a period of time (= ticket escalation) Date 10/15/2019 Declined
4 Votes	Create a "Last Reply From Tech Contains.." section in automation Date 10/9/2019 Implemented
6 Votes	Auto-save reply drafts for later use Date 10/3/2019 Declined
23 Votes	Ability to use the tags #Body# (and the others...) in Rules\Add a reply Date 10/2/2019 Implemented
17 Votes	Customizable colors for Custom Statuses Date 9/30/2019 Implemented
102 Votes	"Is Manager" - Improvement Date 9/27/2019 Implemented
3 Votes	Rules\Send this mail to all ticket subscribers -> add checkbox "post it as a reply in the case" Date 9/26/2019 Declined
5 Votes	Add the "Logged By" information to the Technician Statistics report. Date 9/25/2019 Implemented
3 Votes	Category list editor \| Ability to move sectors by drag and drop exactly as for the categories Date 9/25/2019 Implemented
29 Votes	Replace message "no ticket found" by 'You are not allowed to acces to this case" Date 9/25/2019 Implemented
44 Votes	Ability to set email specific template by company Date 9/25/2019 Declined
60 Votes	"Is Approver" Date 9/23/2019 Implemented
28 Votes	Customer feedback option upon closing of ticket Date 9/17/2019 Implemented
25 Votes	Technician Personal Ticket Folder (tickets created by technician as requester) Date 9/17/2019 Declined
2 Votes	Out of Office automation - missing (cant find) validation option in automation. Date 9/17/2019 Declined
30 Votes	RGPD Compliance functionality in "reply" area Date 9/6/2019 Implemented
1 Votes	Possibility to hide the buton for closing the ticket to the users Date 9/6/2019 Declined
19 Votes	Single Screen ticket Creation and closure Date 8/25/2019 Declined
12 Votes	Disable Categorys Date 8/23/2019 Implemented
21 Votes	Email Template - #Recent_messages# - option to set/modify the number of recent messages. Date 8/19/2019 Implemented

error installation self-hosted saml azure active direcotry power bi custom fields user company smtp email notifications automation rules import multi-select column search clone newticket idea forum assets categories category feedback color notification knowledge base comments subticket enhancement improvement subtickets department mentions email settings security integration dashboard admin permissions sorting sections canned responses editticket api rules print teams grid full-text search search index filter speed access rights users calendar status brands scheduled tickets subscriber customization language administration duplicate advanced search due date google gmail chatbot ip address email template on premises filter by tag gui assets\custom fields logs ticket\grid\filter new tickets\grid\columns reply ideas helpdesk helpdesk/admin/categories holidays working hours link login button system entries management helpdesk/admin mobile app copy linked kb ticket fields tech assigned priority sso knowledgebase button details email substition masks list field checkbox editcategory slack sub-ticket picture ui/ux ios url query ms teams convert schedule variables move reply create suggestion dropdown option allow microsoft source code real-time dashboard nightly reports ticket grid snipe-it snipe auditing incoming mail settings merge custom tags custom status audit compliance roles formatting warning unregistered administrator disable changes feature request create ticket html kanban 2fa mfa multifactor authentication chatgpt livechat reporting authentication policy linking ease of use efficiency attachments global search multi language auto translation date relative existing gitlab issues estimated wait time queue outofoffice out of office operator subject line time date timezone dst time spent linkedticket parent ticket unique fields check out icon range technician ai auto close autoclose timezone location scrolling section sub-category interface accessibility display option combo dependencies statuses ticket updates custom reports votes voting notes private export manager visibility manager role knowledge font font size change management change request change admin settings settings audit log csat survey user creation onboarding category permission translation selection enterable unanswered unclosed unassigned assigned to you subject edit reply subscribers technicians multiple canned replies lag load time slow command deprovision entra ad new user category admin overdue ticket user lookup template different template notification templates automated template application system features for templates sorting button kpi pdf docx word update knoweldgebase article response scroll to top isadmin user update workflow custom text colors ui design new design mattermost timeformat dateformat whatsapp android closed ticket automation microsoft teams people love to add tags that are long and useless my saved filters filters vectordb ticket category description view preview user view susbcribers forwarding forward on behalf read-only scrum agile for technicians only copilot region takeover phone css custom field selection combo deleted bugs new ticket text messages messaging space line space videos invoice appsetting base changelog scim order widget chat attachment quick reply time and date comments in order chronological languages support user group breadcrumb workflows signature devops integrations gemini limit complainer chronic per day mandatory icons

Ideas forum is where users can suggest, discuss and "vote" for new features in the product.

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