Hi there,
so I've spent the entire day so far reading, trying and comparing codes and reading discussions of features I'm missing. Just to the background of why I'm writing this post:

We have recently switched (after 7 years) using HESK (with mfh) to osticket 1.16, at first everything is awesome and I love how forms and lists are deeply customizable. However, after trying the ticket system (and yes, it's now open for customers) I can not believe there are very simple (but needed) things missing.

The reason for this thread is to explain the developers (and maybe community coders) the urgency or rather need of some simple things that might scare people of who are looking at trying osticket for their site as well. Why? Because many people install it, see features missing and don't even think about discussing it. I want to at least give it a try and won't abort after just 2 days of using it. Maybe I'll find some developer or community help. But in my opinion those are features that should be in osticket per default.

Here's the list of what I found (what's really killing the ticketsystem for us):

  • You can not see the last replier in the ticket list (yes, it's bold if unanswered, but seing a name of the last replier is needed)

  • there is no $var for the current agent's user name? If I want to have my name in a canned response I would need to assign the ticket to myself first, and if another agent uses the canned response while the ticket is assigned to me he'd get my name in there? Why? 🙁

  • tickets can not close automatically after being inactive for e.g. 3 days? As I can not configure (at least I have not found it) to define a default status that's applied after answering (aka resolved) somethig missing like that is killing it.. I saw an plugin for that, but that does not seem to work with 1.16? 🙁

  • You can not see the category (aka Help topics) in ticket list (if I just want to deal with one kind of issues or requests as I'm the lead admin I do not want to bother with stuff I don't care? We have about 16 different help topics but all agents do deal with all issues, 8 agents)

  • the status of a ticket can not change to "answered" automatically after responding? Or in general, I can not set a status that's automatically applied after an agent answers?

  • Why would a signature not be added to the ticket (just in mails)?

  • Why can't the admin change the signature of each user, the user needs to change it in their own profile?

Those are basic things that almost any other ticket systems do support. I've tried so many ticket systems before going with osticket, they all had, but I love how osticket does the custom forms, etc, in general, I love how osticket does stuff but the upper points are something that makes it really hard for us to stick with it..

I hope anyone can assist here, on those points. Maybe we'll find a solution so we can stick to osticket.

Chris

    I know that for the 4th point, you can go under Admin Panel -> Settings -> Tickets -> Queues -> Pick the Queue you want to edit -> Columns -> Add Column -> Add New and then as the Primary Data Source you can select Help Topic. That way, the Help Topic of the ticket will be displayed next to it.

      DarkTexas

      You will need to add that column by choosing Add New in the drop down and add a primary data source.

      As for the rest, we are in the midst of a full codebase rewrite to make it completely modern, have a fully responsive UI/UX, and have the ability to expand all parts of the helpdesk. Features like you are mentioning will come in due time once v2.0 has been established. Who knows some parts might make it in the initial release.

      With this being said we are refraining from making any major changes and adding new features to the current codebase while we focus on this rewrite. The code is open source so if you would like to add this functionality you can contribute by making a pull request where it will be reviewed and merged if accepted.

      Cheers.

          Thank you, @thehajo and KevinTheJedi T
          You both helped me alot with the help topic.

          As for the rewrite, I'm actually very exited on that. I'm sure that would improve osticket for many users. Do you have a roadmap and/or ETA yet? Might there be a need of beta testers? I'd be happy to contribute.

          Edit: I've added a custom field to the list, taking the data from a custom form entry. However, that field appears to be blank, even if filled (and shown) on the ticket. Have I done something wrong or is there a possible bug?

              DarkTexas You can not see the last replier in the ticket list (yes, it's bold if unanswered, but seing a name of the last replier is needed)

              For client-side, they should not need to know the name of last replier. They should need to know the date and time when the ticket lastly replied by client or staff. In addition, client should be able to sort the Ticket List based on date and time of client or staff reply the tickets.

              So, you might need this customization for client-side: Client Ticket List (osTicket Original)

              That customization also has already handled Help Topic to be displayed in ticket list of client-side.

                  DarkTexas

                  DarkTexas You can not see the last replier in the ticket list (yes, it's bold if unanswered, but seing a name of the last replier is needed)

                  No worries, I just want to help just in case you need the customization for client-side, since you did not mention any "staff-side" or "client-side" in your first post above.

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