"Philosophical" question

[topoldo]

Hi Klemen and MKoch,
I would like to arise here a "philosophical question".
The problem is the following: Hesk names who is working to answer to people who submit tickets as "users", while who submits tickets is a customer.
MfH basically maintains this distinction of terms, but in certain cases it uses the term "users" instead of "customers" (for example in the configuration of the app when one can "require the position to the users" which - for sure - are customers).
Beside in many different situations, MfH uses the term "staff" to refer to the persons who answer to the tickets.
Being Hesk & MfH two apps which often go together, this can causes a lot of confusion especially in those, like me, who are involved in the translation of these two apps.
So my suggestion is:
a) A full unification of the terminology in the two applications.
b) To avoid confusion, I suggest to use the term "operators" and/or "staff" to indicate persons who answer to tickets and "customers" to indicate persons who submit tickets avoiding at all the term "users" which could be misleading. For example, in the University where I work, we are used to indicate customers as users hile persons in the backoffice are 'operators'
Thanks for your attention.
Cheers,
Topoldo

[Klemen]

I agree, a "staff/user" terminology would be better. The current one was determined many years ago when Hesk was just starting out and I never envisioned all the uses it will be useful for. I will look into changing that in the future (will not be in 2.7.4 yet though).

As a temporary solution, you can modify the wording yourself. Make sure you use the custom text file your changes are not overwritten by future updates:
https://www.hesk.com/knowledgebase/?article=88

As for Mods for Hesk - Mike will need to fix that

[topoldo]

As a temporary solution, you can modify the wording yourself. Make sure you use the custom text file your changes are not overwritten by future updates:
https://www.hesk.com/knowledgebase/?article=88

I read what you reported at the URL indicated above. But, what about transaltions?
I mean, I did an official translation for Italian whre strings match the original English text.
At the URL you reported above explanation refers to the English language. Can I create also a custom-text.php for the Italian language in addition?
Infact I provide my operators/users/clients with: English and Italian, so can I create 2 different "custom-text.php" to put in their respective language directories?
Cheers,
Topoldo

[Klemen]

Correct, you can create one custom-text.php in each language folder (same place where your text.php is).