A lot of Database Bloat could be avoided if ticket attachments could be stored in the File System instead of the Database.

Not only could this avoid insane DB sizes, but it ccould improve performance.

We like to keep a long history of our client emails however this makes for a data base that becomes very large and substanstially slows down working with new tickets in support trio. My Suggestion is to have a method where emails older than (x) days/months are archived to a different database where they can be searched on seperately. This leaves the most current /active emails in a much smaller database that is faster to work with.

Version 2.x displayed average response time (average time it takes an admin user to reply to a ticket) on the Department Reports page. We should bring that back.

It would be nice to see "contractor support" integrated into the system. for example a separate login page for contractors to login to. They should only be able to see tickets assigned to them and update the status and comments.

When a sub contractor updates notes in the ticket it should be viewable only to admin users.

It would also be nice to see it send an email to the sub contractor letting them know that they have a new service request as well (once assigned to the 3rd party)

anybody else see this feature as beneficial?

I would like to see the option to link assets to users, so that when you select the username their address and asset information auto populate.

Please add the "department" to the "ticket info" display. When our users use the "print entire ticket" option they cannot see the department field. Spoke to Matt via the chat window about this.

When a task or calendar event has a due date, it should allow setting whether a user wants to be notified when due date approaches.

Add the ability to sort custom fields on the main ticket list page.

Please consider adding an option to the admin interface that will let us set SupportTrio to display tickets in classic view by default. Many users do not realize that they have to click the individual responses to drop them down into view and it causes confusion for them.

Having a place to give notations on an account, so we can refrence in house notes on a customer, without digging through countless tickets.

The automation action for v.3. now contains a Grouped 'if true' then do this action logic. Ther are offcourse many more things possible with the engine you wrote now, but adding an ELSE action is pretty low hanging fruit.

So make it possible to add actions when the logic evaluates to false.

Quick feature request for the port scanner functionality to be reintroduced in version 3.x as we are actively making use of this feature on our current v2.x helpdesk...

Add notification-addresses as Personalization Tags option for notification messages

As we have more then one participant in a ticket, we have lots of confision at these individuals as they do not see in the emails that the messages actually go to all of them.

Please introduce a %notificationaddresses% tag as option for notify messages.

Often we have to send the same support solution with a small manual with pictures to guide the user. If you could attached this to the saved responses you can easliy choose a saved response with a manual attached saving a lot of adding attachments time. Same is actually for the knowledgebase articles if you forward a knowledge base article the attachment is not send with it.

Product is really great but IMO, but lacking a fundamental process when a new ticket comes in via email. Custom fields created in the product should not only show up when a ticket is created manually, but also when it is created via an email. Currently tickets created via email do not display any custom fields created. These fields should be added to the ticket either in blank or possibly set to a default value either in the ticket template or better yet in the custom field page where it would affect all tickets created.

Currently the field is a pure CMS field or such and the Ipad doesn't regonize it as an text field. If this is changed then we can also manage are support calls via our ipads.

you can see how long since a ticket has been created in teh default view , and WHO was last to post to the ticket but I would find it very useful if we could see how long since the LAST reply/post/ or comment. Preferably both last reply and last comment.

Taking this further - be able to hover above the last reply/post or last comment time stamp and see a preview popup of the text.

It would be great to have it where emails aren't duplicated to admin end. For example if you have multiple admin ids which all emails go to one inbox for mail , (this is to monitor the staff answering tickets) it would be grat to have an option where it just sends it to last admin who responded not send a notification to tickets i responded to.

For country's that support more than one country receiving email from ussupport@mydomain.com and uksupport@mydomain.com is a great bonus. However your not able to reply from those email addresses.

user emails ussupport@mydomain.com, email replies come from ussupport@mydomain.com
User emails uksupport@mydomain.com email replies from uksupport@mydomain.com