Feature Requests

Add a dark mode option for staff who work late shifts or prefer darker interfaces. Eye strain is a real issue for helpdesk agents.

The client portal looks dated. A modern, clean redesign would make a huge difference for customer-facing teams.

Include commonly-used plugins like Attachment Preview, Audit Log, and LDAP in the distribution instead of making people find and install them separately.

Complete mobile redesign for agents. The current mobile view is basically broken.

The ticket list is unusable on phones. Need proper mobile navigation that integrates ticket queues.

Allow admins to add custom CSS directly from the admin panel without editing files. Would make branding much easier.

Let agents change ticket priority directly from the queue list without opening each ticket.

Include multiple pre-built color themes that admins can switch between without any coding knowledge.

Pre-filled ticket templates for common issue types. Saves agents time on repetitive tickets.

Send automated satisfaction surveys after ticket closure. Track CSAT scores.

Show a visual countdown timer on tickets approaching their SLA deadline.

When printing tickets or saving as PDF, the output looks terrible. Need properly styled print layouts.

A visual indicator in the ticket list showing which tickets have new unread replies.

Dashboard showing individual agent metrics: response time, resolution time, customer satisfaction.

Let agents control how compact or spacious the ticket list is. Different people have different preferences.

Power users want keyboard shortcuts. At minimum: edit ticket, navigate back/forward, toggle between osTA and vanilla.

Allow organizing canned responses into folders/categories. Gets unwieldy with 50+ responses.

A user-scripts.js file where admins can add custom jQuery without modifying core files. Survives upgrades.

Replace the generic grey silhouette with real Gravatars when available, and a colored-initial letter avatar when not. Makes the staff panel and client portal feel…

Visual dashboard showing API usage and rate limits. Helps with integrations.