Tickets Roadmap (current stable 01.00.12)
- Email-to-ticket: inbound mail opens a new ticket, and replies thread back onto the right ticket automatically.
- Built-in email engine with a pluggable provider framework and a reference SMTP/IMAP provider - send and receive with no add-ons.
- POP3 and IMAP receiving with delete-after-fetch, plus per-mailbox routing profiles that set priority and category per incoming address.
- Automatic notifications you can switch on: auto-reply on new tickets, reply notifications, and status-change notifications.
- Guided first-run setup wizard - categories & priorities, general settings, portal, email and mailbox account, and SLA defaults - with a one-click reset.
- Manage priorities and categories inline inside the wizard, with configurable ticket-number formats (e.g. TKT-2026-0000001).
- REST Web Services API for tickets, taxonomy, canned replies, automation, tags, and an inbound-mail ingest endpoint.
- Privacy/GDPR export & removal, a customer portal in your site language, and a Mokonyx Insight metrics feed for help-desk analytics.
- Building out Tickets as the shared communications engine so other products can create and track tickets from their own events.
- Per-mailbox reply identity: outgoing replies go out from the correct "Send As" address for the mailbox the ticket arrived on.
- A holding area for unmatched inbound email, so mail with a mangled subject is captured and can be attached to the right ticket rather than lost.
- A setting to allow or block customers opening brand-new tickets by email, while still letting replies thread.
- Hardening the inbound routing and multi-account mailbox handling for agencies running many client addresses through one box.
- Google / Gmail mail provider with OAuth and Workspace delegation - one bulk box serving many client support addresses.
- Custom fields on tickets, honouring the category-to-field-group associations for richer triage and routing.
- Bulk actions on the ticket list - multi-select to change status, set priority, assign, or delete.
- A real admin dashboard with live counts by status, priority, unassigned, and overdue/SLA-breached.
- Guest (no-login) ticket submission with a secure per-ticket tracking link.
- Email-account management over the REST API, with write-only handling of secrets.
- Real-time mail delivery via push notifications for the lowest-latency inbox.
- Microsoft 365 / Outlook mail provider alongside Google and SMTP.
- Deeper cross-product tracking so CRM, Shop and others can link their records to support history.
- Smarter automation and suggested replies to speed up triage.
Items and timing are indicative and may change based on feedback and feasibility.