Issuetrak Product Feedback

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  1. Ability to AUTO Next Action within Incoming Emails

    Ability to Auto Next Action within Incoming Emails, similar to the auto assignments.

    1 vote
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      0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
    • Outgoing emails customized font

      for outgoing emails we would like to be able to change the font to "10 pt Veranda" if possible this would be compliance issue that affects the disabled individuals.

      2 votes
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        Received (under review)  ·  0 comments  ·  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…

        3 votes
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          Received (under review)  ·  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
        • Allow the IEM Mailbox to determine the Organization of an issue.

          Any user needs the ability to be able to send emails to individual boxes that have assigned organizations and the system creates those issues under those individual organizations.

          This will allow routing to specific response groups for the organization to work more effectively.

          1 vote
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            Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
          • Extend time for Incoming Email log from 3 to 5 or 7

            instead of 3 days, do 5 days or 7 days. over the weekend 3 days is not enough time if you are troubleshooting a problem and no one worked over the weekend.

            1 vote
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              Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
            • Ability to filter incoming email by group

              We would like to have the ability to put restrictions on the incoming email ticket creation component of Issuetrak. Specifically what we are trying to accomplish is to allow everyone to still add notes by replying to ticket emails but I only want a specific subset of users to be allowed to create tickets using email.

              1 vote
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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 →
                • Closed email ticket is confusing to our Submitters.

                  Closed email ticket is confusing to our Submitters. When I close a ticket they get an automatic response that is contradicting. It has them scratching their heads in confusion.....Please see the image.

                  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 →
                    • Unassigned Queue based on group membership

                      We have multiple IT groups supporting their local offices. We can certainly add multiple incoming email to submit tickets in issuetrak but we can see everyone's unassigned tickets. It would be beneficial if we can restrict unassigned queue view based on issuetype or department.

                      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 →
                        • 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 →
                          • 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 →
                            • 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 →
                              • Ability for Issuetrak ADMIN to stop / start Incoming Email process within Issuetrak UI

                                Ability for Issuetrak ADMIN to stop / start Incoming Email Process within the Issuetrak UI. Sometimes the Issuetrak admin does not have access to the Issuetrak servers and needs to stop or start the incoming email process.

                                1 vote
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                                  Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                • Add additional reply shortcuts to allow assignment or substatus changes

                                  Currently there's a Close On Reply function that allows you to reply to an email and close the issue.

                                  It would be nice to be able to assign or update substatus this way as well. Especially since assigning a person and adding a note take 2 separate steps on a mobile device.

                                  1 vote
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                                    Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Integrate with skype/lync to create an issue from conversation easier

                                    Integrate with skype/lync to create an issue from conversation easier

                                    1 vote
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                                      Received (under review)  ·  0 comments  ·  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 →
                                      • 2 votes
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                                          Received (under review)  ·  0 comments  ·  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 →
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