We are an MSP and we have specific queues for specific clients. these queues have the clients name on them. the issue is in the client portal users can select which queue to see. while they wont be able to submit tickets to those queues ( i have them restricted with labels) they can still see those queues exist and see the names of our clients. i would like the ability to restrict a given user to only seeing the queues i want them to see.

There is a list of Tokens we can use currently for emails that go out to Service Desk users. One token we could really use is the original summary of the ticket. A workaround would be to use ticket history but that can get messy after a while.

We would like to remove ability to completely suppress the survey email sent to users. We currently have it disabled, but the users still get email notifications.

When a customer clicks on the "Service Desk" link, it displays KACE Systems Management Appliance Service Center on the tab of the web browser. It would be nice if this could be customized to the organizations name instead of the product that we are using.

Our Service Desk has 100+ ticket owners, for some queues. When the Owner option is highlighted in the View By: menu, it generates a ridiculously enormous menu list. Could this be turned into a shorter scrolling list (eg http://codepen.io/larrygeams/pen/feoDc), or better yet have a search box like it has in the individual ticket view.

I've had numerous times where the K1000 has been stuck in an email fight with the mail server due to tickets being closed or modified for users that no longer exist.

I would love the ability to clear or dump the entire email queue on the K1000 to quickly clear this issue once the loop has been cleared on the mail server.

In the Service Desk under Action Items, I would like to have the ability to 'Set Category To>'. We had an issue come up where I needed the ability to change the category for over a 1000+ tickets, and the only way to manage it at this time is one at a time.

Implement some type of alerting system when a ticket owner gets assigned a ticket, in addition to the email notification. For example a separate small window that polls every 5 minutes and flashes an alert if a new ticket is found for you or for your defined custom view.

In the service desk queue email settings, there is a grid of checkboxes to select who is emailed for what changes. The only check boxes that are missing are the ones that send the owner an email upon ticket creation. It would be very handy to have that!

We used to be able to exclude (or include) queues within the advanced search within the service desk. "Queue" has been removed from the filter drop down list in the last update. This would be helpful to have back as I only manage certain queues. Thank you!

Escalation and SLA notifications currently update the ticket modified date.

I'd like it better if my tickets would only show as modified if they were modified.

I currently cannot run reports showing tickets modified by staff because modified, doesn't mean modified.

~James

An end user should be able to select an approver without having to consider the 'approval required before close' or 'approval required before open' selection associated with the approver field.

not so much improve, more like bring back the old that used to work well

I used to be alble to sort ticket by multiple columns. ie. sort first by due date, then by ticket owner (see link below)
http://vankace/adminui/ticketlist.php?QUEUEID=2&ORDER[]=sortDUEDATE&ORDER[]=SORTOWNERNAME

However this stopped working once I updated from 5.4 to 5.5

It would be helpful to have the functionality to edit and/or close multiple tickets at once.

There's many times that we have multiple tickets related to the same issue. With the multi edit ability, i would be able to select tickets i want to edit from the tickets page and choose edit from the Choose Action drop down.

Here i could add a comment, change the status and etc while effectively enabling me to close multiple tickets without have to go directly into each one.

When a ticket is deleted, the action is not log in any place. There are no history and is imposible to know what is happened with it. I can't validate this system if I can't make an audit trail with its tickets.
It would be interesting would log what, who, when and why an ticket is deleted.

For Service Desk tickets not associated with mobile assets such as laptops, it would be helpful to have a nested location field. We have multiple campuses, multiple buildings per campus and rooms per building. Having this location ability would help in triage, dispatch, and reporting.

An example is in the forums here: http://www.appdeploy.com/messageboards/fb.asp?m=77526&key=ticket%2Clocation

We want to create special queues just for access via a process.
i.e. New user creation, where we want to use the process to create the appropriate child tickets. We can do this right now, but the users SEE the queue AND the process, and they sometimes submit work orders directly to the queue instead of through the process.

This could be easily accomplished by specifying a special "character Convention" to hide a queue (i.e. enclose in brackets, prefix with asterisk, etc.)

It's strange that you can create custom fields for the service desk but you can't have them generated in an email using the "Service Desk Email Customization".
It would be nice if there were more 'symbols' available for the email templates. You are very limited in the criteria you can specify when emails are generated.
Right now all that is available is
$ticketescalationminutes, $ticketpriority, $ticketnumber, $tickettitle, $ticketurl, $tickethistory, $ticketsubmittername, $ticketsubmitteremail, $ticketownername, $ticketowneremail, $changedesc, $subject, $quoted_mail