Helpdesk for EspoCRM

For many years, we have used external applications to manage communications with our customers. As we were able to move virtually all of our business-related matters to EspoCRM, in May 2021 we started working on moving our customer communications to EspoCRM as well.

EspoCRM currently already has the ability to connect an email inbox with the Cases module, but this is not sufficient functionality. Therefore, we have started working on an extension that will enable advanced management of multiple email accounts. Our goal is to create an extension that will allow you to not only manage communication via email, but also via other channels such as Facebook Messenger, or Telegram.

The planned release date for the first version of the extension is Q3/Q4 of 2021.

If you want to know at what stage we are or would like to request additional functionality for this extension, send us an email!

Known bugs and plans

Id Description Due Date Milestone
23 Possibility to add note in stream of parent record
Extension should have possibility to add note in stream under parent record. For example if ticket is assigned to a task, assigned user to task should have information that there is new response from a client.
N/A
21 Ticket: Ability to display ticket reply via EntryPoint
Marking reply as "Sensitive" or "Confidential" would send an email without body text with just a link to EspoCRM EntryPoint. There you can view the contents of an email with an ability to reply to a message.
N/A
20 Ticket: Ability to define muliple recipients
Ability to add multiple contacts, leads and users to the ticket recipient list.
N/A
19 Activity panel for Tickets
Agent should have possibily to register another activity like email to a ticket. Those activities should be visible in ticket detail view.
N/A
18 Ticket: Temporary lock ticket when writing a reply
N/A
17 Creating headers and footers for queues
Every single queue ( #10 ) should have own header/footer. In both, agent should have possibility to use variables like {{firstName}} {{lastName}} etc.
N/A
16 Autorespond email for queues
After we implement queues( #10 ) it would be great to prepare autorespond message for queues.
N/A
14 Escalation in case of no activity for few days
Agent should receive notification about ticket which is waiting for his reply from few days.
N/A
13 Integration with TimeTracker
It would be great if TimeTracker could count how much time Agent spend time on specific ticket.
N/A
12 Ticket: Display attachment list in side panel
All attachments should be easily accessible from ticket detail view.
N/A 0.0.1
11 Support for many emails
Every queue should have own email address. Thanks to that it'll be easier to assign message to propper Queue.
N/A
10 Response Templates
Agent should have possibility to use already prepared response.
N/A
9 Support for many Queues
EspoCRM may have many departments. That's why helpdesk extension should handle different queues. For example for teams. There could be queue for Sales Team, for Tech Support, etc.
N/A
8 Support for other communication channels
Extension should handle other communcation methods like Twitter, Facebook Messenger or Telegram.
N/A
7 Ticket: Display the stream panel
N/A 0.0.1
6 Ticket: Ability to create tickets manully via UI
Agent inside EspoCRM should have possibility to create new ticket from EspoCRM which will send email to a client.
N/A 0.0.1
5 Ability to pin single ticket item
Pinned items should always stay at the very top of item list.
N/A
4 Ability to lock (hide) single ticket item
Add ability to lock (hide) single ticket items. Useful when receiving sensitive information. * Locked items can be viewed only with proper ACL settings. * Locked items won't be included in email replies.
N/A
1 Ticket: Ability do define custom ticket number
N/A
Not all bugs will be listed here because of security reasons.