Add On Wish - Internal Notes, Tickts and extra admin options

[ugogo.info]

Hi

First of all, thanks for an amazing script. Simple, efficient, professional and clean. I just love it.

My suggestions if ever you bring out new script, for your consideration:

1. Allow staff to add internal notes to a ticket, only seen by staff.

2. Allow staff to open tickets for clients from within admin.

3. Allow staff to open tickets to each other or for themselves, so this can double up as a task reminder for them, and of course they can update notes.


4. Allow admin/staff to assign tickets to be handled by a specific staff member, not just by category. Staff can then chose to view tickets by "all in my category" or "assigned to me".

5. Allow admin to choose to switch on registration and username and password feature or not, in the case where financial companies etc use this system, they are required by law to keep all data confidential where possi8ble.

6. Allow admin to edit default message templates from within admin panel instead of in lang text files.


7. Allow admin to switch on "tickets client submitted in the past' list option, so that if client posts new ticket and its an existing issue they can just click it to view the content and keep writing back. Helps keep the history straight, instead of jumping from each ticket the client makes on the same issue to get the thread content.

8. Allow admin option to allow staff to view a list of links to top 5 tickets by client when viewing ticket content. This will help with 7 above.

9. Allow staff to merge ticket if duplicate ticket in same topic. click merge with xx ticket by same client, message data is pasted onto the end of the original ticket and duplicate ticket is now read only with message to view original ticket.

10. Invite all coders to submit open source help desk add on scripts. Have a list of official add on scripts that work properly and are not malicious. Like this:
http://www.zen-cart.com/index.php?main_ ... 401a048977

On that topic you may be pleasantly surprised by the amount of support you get for this fantastic project.



If I think of more, I'll just edit this message or add to this post.

Thanks, Christine

[hollandsedrop]

realy good...

[Klemen]

Thanks for the suggestions. I do read all suggestions and try to include many in future releases, but can't give any guarantees as to if and when.

Some comments on the suggestions:

1. This already is included, open a ticket and click "+ Add note" above customer initial message to add notes

4. This will 100% be included in version 2.2, working on it already


Should you have any further suggestions please feel free to add them.

[Klemen]

By the way, I tried to reply to your e-mails but got them returned saying "No such user here" for the e-mail you used.

[brubakes]

4. Allow admin/staff to assign tickets to be handled by a specific staff member, not just by category. Staff can then chose to view tickets by "all in my category" or "assigned to me".

This would be a great addition to an already great script. It would really help in our organization. In addition of being able to assign to a specific person the ability also see that info when viewing all tickets would help!

[conepr09]

Great suggestions.

Another field I would like to see included is a "work time" field. So the technicians could login the time spent working on the ticket.

[brubakes]

Great suggestions.

Another field I would like to see included is a "work time" field. So the technicians could login the time spent working on the ticket.

Thats a good idea, even if its just a timer from ticket submission to ticket closing with the ability to not count specified times such as weekends.

[ghale]

Hello,
I reopen this thread because of:

9. Allow staff to merge ticket if duplicate ticket in same topic. click merge with xx ticket by same client, message data is pasted onto the end of the original ticket and duplicate ticket is now read only with message to view original ticket.

Our customers are a bid ... slow, so the open new tickets instead of opening an old one.

A merge feature will be great!

[Klemen]

Definitely something that will be added. If you check the initial list several things have already been included.

To suggest and vote for features please use this forum so I can easier track requests:
https://hesk.uservoice.com/forums/69851-general

[ghale]

Voted, thanks.