Hello. It would be nice to make the "Add Work" option as a required field before a ticket can be closed or completed. Our company is looking towards tracking how long different tasks take for IT Technician and making this a required field would make this an easy way to add up the time as well as ensure the time is being added as it is easy to forget.

Move Process Templates out from Service Desk Configuration so that it can be selected as a separate Hide/Read/Write item in the Roles configuration screen.
I have a customer who wants the heldesk manager to be able to edit Process Templates, but not be able to do all the other things in Service Desk Configuration.

User portal looks like Windows 98. Major turn off for our users. Should have big colorful buttons like we see everywhere in 2020. When you get to the queue selection screen it looks like an AS-400 terminal.

When adding the KB article to the ticket it would be even better if the KB link was added as well. This way, when the end user could refer back to the latest version of the article.

Or possibly, give the Service Desk tech the option to either attach the article text or the link.

The Ability to have rules run on ticket submission to allow for changes such as the ability to change fields based on title content would be useful.

When a ticket is emailed, if the email contains a large body of text, that text FILLS UP THE SUMMARY WINDOW of the newly created ticket. This means you have to scroll and scroll and scroll before you can reach the tickets comments/ attachments section...to do work.
so. simple fix.....make the Summary window have a scroll bar...JUST LIKE THE COMMENTS FIELD DOES.

Use the same rich text WYSIWYG editor for response templates as is used for the ticket comment field.

For a long time, we used the Knowledge Base as a poor man's response template, and now that we have an actual response template feature, I don't feel any richer.

Tickets list search is very, very slow

If you enter a value in the search ticket list it takes forever until a result appears.

Update data is only in the search list

Setting up the archiving did nothing!

If you enter the same value in the advanced search, it is quick

Even if I change the ticket on the following path, the search appears instantly
http://SMA.xyz.ch/adminui/ticket.php?ID=30001

Add a BCC list and an option to send email with actual standard SMTP CC and BCC list functionality, so that recipients can see that they are not the only one being notified.

As is, recipients often start emailing each other, because they don't know that the other concerned parties were also notified.

To help avoid ticket loops it would be really useful to have an outbound only email blacklist. So emails from alert@somecompany.com are allowed to open tickets but no responses are sent.

This would really help with getting server/system alerts and notifications from 3rd party companies.

There is a limit of 10 approvers in the approver list for processes. We need to be able to add all of our leadership staff to the list.

For each Workqueue provide an option to force our users/technicians into entering time for each ticket. I've noticed when i create custom reports, fields that report "0" in the "HDWORK.AdjustmentHours" table will not show up in a report. I would like to make sure our reports are as accurate as possible.

In the admin part of editing the user download you can create blank lines by entering twice once a sentence is finished, then typing more information.

Due to the current formatting limitation, the end user sees all of the text in one line, which makes it easily missed for moderate-advanced installs.

Would like to have the ability to integrate Thycotic products to Kace service desk. We would like to open tickets on approvals, alerts, deny's so we can follow-up with the request automatically.

Auto-Distribute tickets to each user in the "Owners" group. This would solve and issue that occurs when two or more people open an unassigned ticket.