Closing of tickets

[shadedk]

Hello,

Is it possible to configure HESK, so that there must be at least one staff reply to a ticket before it can be marked as solved?

[Klemen]

There is no built-in way of requiring a staff reply for closing a ticket. Customer for example can solve their own problem and close it. You'd have to change the code/logic for that.

As for deleting - there is no global setting to turn it off, but you can create staff accounts without "Delete tickets" permission.

[shadedk]

I was thinking that staff should not be able to close a ticket without writing at least one reply, surely customers should always be able to close.

I will look into using a staff acount without the the full admin permission.

[shadedk]

Wound't it be possible to add something to admin/change_status.php to check for if staff tries to close a ticket without answers? and then customers would still be able to close their tickets.

[Klemen]

Like said, there's no built-in way of preventing that. You'd have to hire a developer to custom code that for you (I'm not available for hire, but shouldn't be hard to find someone by posting a project to a site like upwork.com or freelancer.com )

[shadedk]

Would it be possible to push such an update back upstream, or do I need to patch the file each time HESK is updated?

[Klemen]

Feel free to send your contribution. No guarantees that it will be included, but we will definitely check it out