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Ticket Feature Improvement Suggestions


jwogrady

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Here are some ideas to improve the ticketing system in future releases...

 

SPAM Handeling

 

We like to run an open system.  As a result we get a lot of spam.   These features would help

  • Add senders to blacklist.
  • Easy delete spam.  (prefer to move them to spam/junk disposition, with auto deletion after X days)

Opening Tickets For Customer

 

We tend to open a lot of tickets for our customers.

  1. Forward Emails -  I get a lot of direct requests, I want to be able to forward emails customers send me to support@ and the system generate the ticket and confirm the same.   The ticket owner should be the originator.  The assigned agent should be the forwarder.
  2. Registered agent should be able to send an email to support with the customer CC'd.  The CC is made the owner of the ticket and gets a confirmation message with instructions for tracking the ticket.  Something like, "Joe at Status26 opened a ticket on your behalf.  You can track progress and add comments using this link.
  3. If an address isn't recognize, the agent should be able to append an email address to an existing account, or create a new one.

Support Operations

 

Change Ticket Ownership  - Registered Agents should be able to change the ownership of tickets.  The use case is opening a ticket for the wrong person, and needing to make a change without loosing the thread.

 

Loop In Staff / Ticket Agents  -  Need to be able to cc Staff / Agents so they are aware a ticket is open.  Would be nice if they can contribute to the comments thread.

 

Agents Should be able to change Assignment - If during the course of the ticket the person assigned is no longer the best person to manage the ticket.  In that case, Agents should be able to transfer assignment and know the appropriate notifications will be sent.

 

CRM Features

 

Would be helpful to assign Account Managers to accounts so they get notified of all activity on their accounts, and be able to contribute to tickets submitted by their customers.   Account Owners should also be able to open tickets for their customers similar to Ticket Agents.

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Change Ticket Ownership  - Registered Agents should be able to change the ownership of tickets.  The use case is opening a ticket for the wrong person, and needing to make a change without loosing the thread.

 

Loop In Staff / Ticket Agents  -  Need to be able to cc Staff / Agents so they are aware a ticket is open.  Would be nice if they can contribute to the comments thread.

 

You can do these already;

- Change ownership => Assigned Ticket dropdown box.

- Aware ticket is open => Tick the boxes on their staff page under Support > Staff and they will be told when a ticket has been opened, replied or assigned to them.

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