Block customers from creating certain tickets?

[onlinesrc]

Not sure the best way to title this subject.

SO, basically I run a company where I produce custom products. My customers order an item and then my staff sends my customers a draft for them to approve before the final product ships.

For awhile now, I've been using HESK and love it, although I've had to make some adjustments. You see, I do not want my customers creating their own tickets because that can get out of hand. I've allowed it before and before I knew it, I had one customer - for instance - create 10 new tickets for themselves because they were too impatient to waited for their draft from my staff.

So now, my staff creates tickets on my customer's behalf. Then they get an email letting them know a ticket was created, they click the link, etc. Things run much smoother that way.

The problem now is, I want to start to handle customer support inquires with HESK too. So basically, if I get general questions about my company and products, I want to handle those through HESK too.

I created a new department called "support". The other department for drafts was called "samples". The issue is when a NEW customer goes to create a ticket, they can choose to send it to either "support" or "samples". Since I only want my staff generating tickets for "samples", that is a major problem.

My question is, it is possible to make it so that only a staff member or maybe admin can create tickets for a specific department such as "samples"? Anybody else, would only see "support" in the dropdown menu.This would allow me to use HESK for both departments and still keep everything organized the way that I want.

THanks.

[Klemen]

Hi,

Find the support category ID number, then in index.php change

Code: Select all

WHERE `type`='0'

to

Code: Select all

WHERE `id`=2 AND `type`='0'

(change 2 to the ID of the support category).

This way customer tickets will be submitted to category ID 2.

[onlinesrc]

Thanks Klemen!

I tried to edit the index.php file but I've made so many changes to it over the years to prevent people from creating tickets on their own, that I could not find anything about id=.

I thought about upgrading the software but got a server error when running it at /install. The software is outdated, so it could be a number of things causing the issue.

For now, I did a brand new install of HESK, in a different folder. It looks like on the new version you can create private departments, which is exactly what I want. Nice addition!

By the way, is there a way to export old tickets from my previous ticket system, to this new one? Like I said, I had to install a new HESK and so all of my old tickets are still there. If not, I'd just have to make a mental note to check both for replies, until I close all the old tickets.

[Klemen]

I'm afraid there is no officially supported way of exporting tickets from older versions and importing them into the latest one - the database upgrade and everything related is done by the upgrade.php script.

You way want to check in your server logs what was the reason for the server error.