Issuetrak Product Feedback

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  1. Simple webform

    I’d like to see each cloud instance of Issuetrak come with a simple webform submission page that allows for issue submission without having to log it. For the Issuetrak site named Company.Issuetrak.com there could be a page called Cpmpany.Issuetrak.com/webform.asp

    This page would be accessible without having to log into Issuetrak. The page should include three fields: subject, description, and user name which would map to the three fields on the issue.

    User name should be optional to support anonymous issue submissions.

    The subject and issue labels displayed on the webform should be pulled from the site’s settings.

    This webform submission…

    12 votes
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      Received (under review)  ·  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
    • Automatically add all users on an email chain to the ticket while ignoring replies to the original email.

      We have a lot of users that CC the help desk and send a note directly to a tech. That works for us but that also creates several tickets for one issue just because of reply from five different people that are copied on the message. It would nice if there was a way for IssueTrak to take all replies to the original message and add them to the original ticket rather than to create new tickets for each reply. It would also need to add each user that was on the original message to the ticket so that everyone…

      11 votes
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        Received (under review)  ·  2 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
      • better support for html or rich text messages

        much better support for html or rich text messages as the text moves to the issue. Today the formating gets mangled, extra rows added, numbering or bullets stripped. a five line email turns into twenty.

        10 votes
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          Received (under review)  ·  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
        • Allow the Issue Type to be set through an email token.

          The incoming email currently sets the Issue Type on an issue by looking for it in the subject line of an issue.

          It would be helpful to set the Issue Type on submission by adding a token to the email instead of depending on the code to match the value correctly. This will also help users who use forms to create issues to set the value directly from the form.

          10 votes
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            Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
          • Auto Assign Incoming Email Ticket to Group based on keywords in Subject or Description

            Auto Assign Incoming Email Tickets to a Group based on keywords in Subject or Description

            7 votes
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              Received (under review)  ·  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
            • Set the priority of an issue to high when the incoming e-mail message that created the issue is sent with a high priority.

              Set the priority of an issue to high when the incoming e-mail message that created the issue is sent with a high priority.

              5 votes
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                Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
              • Make is so users CANNOT email in a new ticket, but CAN reply, etc... on existing...

                We want employees to use the specificity we can require to Submit new tickets... but are OK with them replying to add notes, information, or request updates on existing ones.

                3 votes
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                  Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                • on- demand email processing for troubleshooting.

                  I'd like to see a "Process Incoming Mail Now" button for troubleshooting/testing Incoming Email.

                  This would save a ton of time when our customers have to configure a new mailbox.

                  3 votes
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                    Received (under review)  ·  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                  • Ability to set Default Ticket Type for Incoming Emails as blank

                    We would like to be able to leave this field blank when configuring Incoming Email. This will then force the helpdesk to choose the appropriate Ticket Type when closing a ticket

                    3 votes
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                      Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                    • Ability to change the email address in the message: "Submitted by direct email to..."

                      When a user submits an email to IssueTrak, the message "Submitted by direct email to [Email Account ID]" is appended to the Description. We would like to have the ability to change the email account ID to anything we want, or remove the message altogether.

                      3 votes
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                        Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                      • Capture email header information into IssueTrak

                        When incoming email is processed into a new ticket OR a reply is processed into a note of an existing issue, capture the header information in the description or note. This would then show who all received the email and the actual time that it was sent (since our system processes email every 15 minutes).

                        2 votes
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                          Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                        • Add a feature to process incoming emails as private messages

                          Either as a flag in the subject line or as a new feature on the incoming mailbox administration function.

                          2 votes
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                            Received (under review)  ·  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                          • Ability to establish logic rules for IEM inbox issue handling

                            Discussed feature request with Whiting Petroleum.

                            Ray Zoller advised that if a user sends an email to IEM with a subject line that doesn't contain Re: Issue# with multiple recipients and a user replies to al, Issuetrak will continue to create new issues for each reply. Ray advised it would be helpful to establish a logic rule so that if an user replies to an email as such, new issues will not be created on each reply. This could be a rule or on/off feature to disallow new issues being created if the same subject is used with RE: in…

                            2 votes
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                              1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                            • Incoming Email Processing Log setup Tabs for each of the different mailbox if you have multi- Mailboxes setup

                              On the Incoming Email View Log page, have a tab for each of the Incoming Email mailboxes, in order to be able to find an email for a specific mailbox, ie support or accounting ...

                              2 votes
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                                Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                              • 2 votes
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                                  Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                • Allow replies with RES: (instead of only RE:) to merge to the existing ticket

                                  We have customers from South America who respond to our emails. Their replies come in as RES: instead of RE: IssueTrak doesn't recognize the reply and creates a new ticket. We'd like these replies to merge to the existing ticket/issue.

                                  2 votes
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                                    Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Have IEM ask for a folder top process

                                    Allow us to specify a folder on the mailbox where IEM looks for messages ignoring all other email on the server. This would allow us to use the email services built in filtering rules before it gets to Issuetrak.

                                    1 vote
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                                      Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                    • When you use the option to add a user from the email cc list to the issue email distribution list, allow adding the user by template

                                      User who are added to Issuetrak using this option are added as a standard user based on the IEM user setting for that mailbox. Users who are added as notification users on issues may not need to have all of the rights or any of the rights of a normally added user. If we had a way to assign a template to create these users from, we would have more control over exactly what rights these users have, instead of assuming what they get from the IEM user settings.

                                      1 vote
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                                        Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Filter based on body of email

                                        Currently you can ignore/filter incoming email based on FromAddress and Subject. I would like to also be able to filter based on keywords in the body of the email.

                                        1 vote
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                                          Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                        • allow users to reply to the tickets to modify the tasks.(Yes, No, N/A)

                                          allow users to reply to the tickets to modify the tasks.(Yes, No, N/A)

                                          1 vote
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                                            Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
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