it's nice that a person can respond to kbox via emai. It would also be nice if a person could fill out their user satisfaction info via email rather than having to log in to the kbox system
and on the kbox screen - http://support.kace.com , please put a link beside item 5- enhancement requests that links to this page.

Allow selection of which child tickets will be created when creating a new parent process ticket. This would allow child tickets to be optional, either based on conditions defined in rules, or at the ticket creators discretion. For example, in a new user creation process, some users may not require an account on a specific system. It should be possible to start the process but exclude the creation of the child ticket for that task.

Turn this feature OFF: Auto-check the "Filter on submitter assigned assets" and "Filter on submitter assigned device" during ticket creation.

Currently, there is a Modified Column in the ticket views but it only shows the date and time the ticket was modified (whether by the system or a person).

We would like to see a 'Modified By" column that would show the name of the person that modified the ticket. If this was a system generated modification it could say system. If it was the submitter, it could list their name.

This would be extremely helpful when reviewing our queues for updates without having to open our email and open each ticket individually to see who modified it.

We went from a black interface to a too-bright white interface. There are a few people in the office with light sensitivity who HATE the new look. Gray would be far easier on the eyes. Why even mess with the cosmetics? It was fine before!!!

I notice that for some tickets, the list of comments can become quite lengthy, making it difficult to find what you need and difficult to scroll through. This is especially true if you start forwarding e-mails to tickets for documentation. What I'd like to see is the ability to collapse individual comments and an option to collapse all comments.

I find it frustrating to have to scroll through a long list of comments in a ticket to find what I need. Often comments on a ticket are a mix of e-mails sent to tickets as well as comments entered manually directly into the ticket by users and technicians. What would be nice is a tabbed view in comments. The first tab would be technician/user comments and the second tab would be e-mail generated comments. This separation would really help me keep comments in tickets organized.

When a user launch a Managed Install from the End User portal, there is a popup windows that states "User launched MI/FS" and a second once it's finished.

First of all, it is not translated for other languages, which can be confusing for non-english speaking users.

Then, there should be an option to hide this window. As it's not standard for Managed Installs, there is no reason to display it by default in this KACE.

Furthermore, please allow the possibility to change the text displayed.
Thanks in advance,

Best regards,
Marc CHOUTEAU

Integration btw MsTeams and Service Desk, will be great if we could create a ticket directly from MsTeams Chat

We'd like the option to block the user from commenting on a closed ticket. By now, users can send comments thinking it'll reopen the ticket, but we don't receive any updates. Blocking comments on closed tickets would make the user see "This ticket is now closed. If you need support, please open a new ticket."

It would be nice if Kace could do something like this as so many ticketing softwares are doing this now.

Under the Custom View on the Service Desk Screen you can search on many different fields like submitter, ticket owner, ticket date, but you cannot search by ticket state to limit the view on if a ticket is in an Open, Closed, or Stalled state.

That would be a great addition.

Allow in the email on events section to have a field for ticket creation so you can add the ability for whatever emails is on the Category CC to receive an email when a new ticket is created. This enables you to easily set a Category CC email such as a distribution list in the helpdesk section and still have the default owner as unassigned.

I discovered in K1000 ver. 6 that when we delete tickets, they are actually being archived. There is already a separate feature to archive tickets. If I choose "Delete", I don't want the tickets in the Archive, either! Please make "Delete" mean DELETE. Thanks.

We don't have the need for every ticket submitted to our help desk to be approved by someone but certain ones, such as requests for additional network access, should.

I would like to see the ability to redirect a ticket for approval from a specified individual. Or, taking it a step further, create an "Approval Required" field in Queue Customization > Category Values table. If a ticket is submitted with that category value, it is automatically flagged for approval by the submitter's department head before making it to the help desk.

We would like the ability to have additional people get added to the CC list that receives escalation emails, but only at the second and future escalations. In other words, a ticket escalates once, and a manager is notified. If enough time elapses that the ticket escalates again, we want additional people to be notified.