Call for plugin ideas!

davea66 · January 2014

I would love to see a plug in to allow the retrieval of customer information from an external database, so that when creating a ticket, or modifying a ticket sent by email, the customer details can be added by a search on our customers database. This would avoid duplication of information and the info becoming out of sync!

Also, and more of a mod than a plugin maybe - some way to customise the colums on show in the staff ticket view, so we could see, for example, company name and help topic. I would be nice to have this as an original feature so as it will not be lost or have to be 're-modded' after an upgrade.

Also, OSTicket is a fantastic ticket system - thank you and keep up the good work!

rrstockertx · January 2014

Surprised not already a template or layout available for Mobile Phones (iphones, android, etc...) 50% of my visitors are coming initially from a smartphone. It would be nice, if there was another layout so that if we setup a subdomain that could point to the same osTicket install but with a new layout for smartphones. Once again, maybe setting up a sub-domain so that it points to the right layout.

If this already exist, I would be grateful for a link or would be good to get a email blast with that news because other solutions (ZOHO, FreshD..., etc..) all have this covered and I would be willing to pay for a MOD or would be nice if it was part of the current v1.8x solutions.

Peace

McGuyver · January 2014

I would like to see in this version, mods like "Age of Tickets" and "Assigned To" from Scott Rowley.
I would like to have too anything like CC/BCC, and ability to put additional columns.

Thank You vey much for this great software!

saleem67 · January 2014

i would like to see a plugin to export the tickets and ticket list to pdf instead of csv, will save hassle of editing csv and converting to pdf.

also a UI that will allow creating of colums from the data in the ticket.. that would be good.. but i think you have that in the pipeline for the next release.

thanks

saleem67 · January 2014

would be good if there was a button on the ticket list "assign to" . so we can assign multiple tickets to other departments.

Scott021 · January 2014

From limited experience of the system within my organisation...

Merge tickets.
Multiple email addresses: To, CC and BCC fields.
'Hide' or 'snooze' tickets until client responds, some action is taken or due date arrives.
Ability to sort tickets by: due date; unread; unanswered.
Responsive theme for mobile devices.
Client/Organisation management interface - to be able to modify client/organisation details and use the data as a very basic form of contact management system.
Plug-in management interface/module for easy management, maintenance and core upgrades.

utopiasedge · January 2014

My wish list includes:

-Additional Statuses https://github.com/osTicket/osTicket-1.8/issues/226

-Adding Custom Forms to ticket reply/note/transfer/assign/updates https://github.com/osTicket/osTicket-1.8/issues/454 (this could be an easy way to implement time tracking as well)

-Adding options to Ticket Filters, such as change user.

-Second email or SMS for staff, for instance new ticket with emergency priority autosends SMS to assigned staff.

-Close ticket email added to template (could be used for survey/feedback)

-Merge tickets

-Quickly create new ticket from existing ticket (to follow up on similar, but separate issue)

wingnut · January 2014

Chat/Instant Messaging between staff. Add ability to perform basic calculations on custom fields. Calendar functionality for tickets/scheduling. Resource scheduling. Cc. Ticket status with color changing. Specific help topics require manager approval before ticket can be closed. Define block of purchased support hours by client/company. Have billable hours field in ticket that subtracts from block when closed. Report creating an invoice showing billable hours. Merge or parent ticket functionality. Client login with ability to "brand" client interface to particular clients (client logo, etc.)

ozkr · January 2014

gamification reward system

utopiasedge · January 2014

@ozkr: I like the idea a bit, but I think it would need to be lowkey especially for installs in environments where the clients/users can see. Definitely not linked to FB such as: Open a support ticket to help me get the TABLET OF SMITING (+5 against Luddites) However, I could see a plugin that uses the (enhanced) reporting functions to make a neat Staff Member of the Week motd: Jeff has closed the most tickets in the last 7 days. or Steve has had the most billable time today.

Grizly · January 2014

@ozkr: a neat Staff Member of the Week motd: Jeff has closed the most tickets in the last 7 days. or Steve has had the most billable time today.

Or, the opposite end: Jimmy spent the most time doing nothing, Sirius has a problem with authority and has been handed the staff of unemployment ;-)

sitc332 · January 2014

Hi.

To set the context, we use OSTicket for internal staff reporting of IT and Maintenance issues. Staff log tickets via a form on our Intranet as this is easier for them. We do not use the OSTicket Customer form.

I'd like to have the email fetcher process email headers and assign them to ticket fields, including OSTicket custom fields. Eg, assign X-Location email header to a Location field in OST.

At present all we've got is a ticket created with the submitted data as the ticket's problem description.

Regards,

Gary.

stevegreenham · January 2014

I would like a plugin where you could add links to css stylesheets in the head section.

This would allow basic theming overrides and cater for mobile template requests.

Just a simple php file which contains a list - example:

Theming sorted!

Rich_C · February 2014

I'M ALIVE!!!

My Ideas include:

- Integration with OCS inventory for asset management (I realize it is a third-party but why re-invent the wheel?)

- Ticket linking

- ticket templates (ideal for commonly created issues by internal staff)

Rich_C · February 2014

Chefkeks, I am simply re-iterating what many have posted about here on the forums. I was simply posting it on behalf of others who have asked.

btw osTicket has a better FAQ/KB system just recently and there are plans to improve it further in the future.

I have to agree also important to note is the version which he said he was using....

khairulzuan · February 2014

I would live to have helpdesk live chat and/or feedback/respond from client. I already test my internal help desk with Jappix Mini. Its easy and no problem at all.

wingnut · March 2014

Once the system is mobile ready-

-Bar code scanning for shipping/receiving so shipments can be logged.

-Add Signature Pad functionality so items could be signed out or signed for.

PhilK · March 2014

RSS feed driven email signatures: for example, I create an RSS or XML file will 100 different short quotes and everytime a staff member sends an email, the desired portion of your signature will change depending on the xml/rss file.

Can simply create the xml/rss file with shorter quotes from here: http://www.quicksprout.com/2009/12/07/101-motivational-business-quotes/

You can use it to promote different products in every outgoing email as well.

evlee · March 2014

I'd personally like a SpamAssassin plugin. I currently get a bit too much spam.

Cervedgroup · March 2014

Hi, :
- Personalized SLA : exclusion from the SLA time of some hours/day (night & holyday/weekends)
- Time reporting of the ticket (how many minutes unassigned / assigned to single operators / assigned in some Help topics ecc..)
- Problem managment : open a problem, assign some tickets to a problem, when close the problem also all the
associated tickets will be closed
- Change Managment - (ITSM-ITIL)
- Client lookups in LDAP to fetch informations (phone, department, etc..)

alex_del · March 2014

Below a list of what I absolutely find mandatory for a ticket system and not available on osTicket:
- Ticket Linking or merging
- Ticket Status customization
- Tracking time tool

What can be improved:
- Data export - Statistics (not enough in current osTicket)
- osTicket Customization improvement

And what is not mandatory to live but can be a pleasure to have:
- Chatter functionality

paulroots08 · April 2014

1. osTicket Reports connected in Jasper Reports.

2. IT Asset Management that can be related to an open ticket.

3. Chat for staff

relievemypc · April 2014

Live chat from website plug would be huge. That is the only functionality that OS doesn't have at the moment that I really see a huge benefit. Customer puts in email and name and can start chat. From there you have premade chat replies, the ability to create tickets with the supplied information etc. That would also be a great NEW revenue stream for OSticket to offer in their service portfolio.

jwhit3 · April 2014

So far I like the simplicity of osTicket but would like to see plugins

to allow ticket management via email by staff, staff could pass commands like #reply, #close etc through the emails and have osticket take the appropriate actions
to allow option to add more ticket status types and give end user to ability to set status on a ticket
to allow for the ticket view to be customized, for instance for me department and status are more important that priority but there isn't a way in the UI to change the view

CodingMonkey · April 2014

Live chat from website plug would be huge. That is the only functionality that OS doesn't have at the moment that I really see a huge benefit. Customer puts in email and name and can start chat. From there you have premade chat replies, the ability to create tickets with the supplied information etc. That would also be a great NEW revenue stream for OSticket to offer in their service portfolio.

Check out my chat server and client apis:

https://github.com/jbreindel/longPollChat

CodingMonkey · April 2014

Also check out my Scheduled or Recurring tickets Plugin for v1.7 easily portable to v1.8:

https://github.com/jbreindel/ScheduledTickets

nsupport · April 2014

A Merge Plugin would be excellent----

amilojko · April 2014

Here is an idea.

Develop a time tracking functionality so that support staff can track how much time they spend on a particular case. You need customers and time so I can assign that particular time to the customer for billing purposes.

Rich_C · April 2014

Below a list of what I absolutely find mandatory for a ticket system and not available on osTicket: - Ticket Linking or merging - Ticket Status customization - Tracking time tool What can be improved: - Data export - Statistics (not enough in current osTicket) - osTicket Customization improvement And what is not mandatory to live but can be a pleasure to have: - Chatter functionality

I released a mod for 1.6 with ticket linking and categorization. I swear I will eventually find some time and port it as a plugin now that the eco system in here.

Yaelle · April 2014

Hello, I am new here...and would like to ask you some questions about ticket status customization. Do you think that this is possible by doing some modification on php file (Exple: if we want to add dept, help topic, etc...on the ticket status list)?

Thanks a lot for your feedback.

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Call for plugin ideas!

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