Report on the Update to 3.5.0 and Results of the First Day of Operation

[teodorpav]

Another issue with 3.5.x

If I edit the user's name and they reply to me again with an email, the name is replaced again with what comes from the email and is not saved, what was changed by me.

[Klemen]

What are your "customer accounts" settings?

The current logic is:
- if a user has a verified account, the account's name is used
- if not, the last name used by the email is used

I understand this may not be the best option in all cases. We can work on alternatives that make more sense based on your settings.

[teodorpav]

Hi,
Customer accounts is DISABLED.

There's not much logic in changing a name that I've edited. If there's an option to keep the name if it's edited, that would be great.

[Klemen]

Yeah, the issue is even with customer accounts disabled; internally, Hesk still uses customer accounts. It made sense to use the last name the customer used in the tickets related to that account.

We'll work on improving this when customer accounts are disabled.

[teodorpav]

Thank you. I will wait for the modification.

[Rolodex]

Hi Klemen,

I just wanted to mimic what others have said. It seems that even with "Customer Accounts Disabled', this causes issues when the agents need to edit the ticket details, they have to edit the customer itself.

If a customer is edited, (in the ticket), does that retroactively change it for other tickets that that customer has submitted?

Example:

Ticket1:
In the case that the customer submits one ticket, then the agent needs to add a second email address for example (CC), previously, we would just edit the email field and put email1, email2, email3, etc.. and it was per ticket.

Ticket2:
If this same customer submits a new ticket, but the agent needs to CC a different set of people (email4, email5, email6 for example), will that only affect the ticket that that edit is done on, or will it affect the recipients of ticket 1?

If it isn't retroactive, does that mean multiple entries of customers are made? One with [EmailX, (email1, email2, email3)] and one with [EmailX (email4, email5, email6)] and then these are treated as separate customers?

Additionally, are "followers" supposed to be treated as the CC field? In which case, right now, it's showing customers in there, that the agent would need to edit (like Customers). Can THAT field be just a text box, that can be used as a CC field, where agents can input as many emails as they wish to be 'CCed'?

Please let me know if i need to clarify anything.

[Klemen]

Yes, if you edit a customer, the change is reflected in all tickets by that customer. Just like if you change your forum username here, all your forum posts will show your new username.

Each customer has only one email address, hence the "Cc" feature. If you want to add additional customers to the ticket, Cc them.

When tickets were imported from versions before 3.5.x, the listed emails were converted into accounts, so each imported ticket with multiple emails should have one requester and the rest as Cc.