Jonathan Posted March 2, 2015 Report Share Posted March 2, 2015 It would be great if we could delete tickets. Keeping spam tickets in the database is just pointless and skews numbers. Quote Link to comment Share on other sites More sharing options...
Michael Posted March 2, 2015 Report Share Posted March 2, 2015 I just use the SpamAssassin to keep spam out. SMTP Spam Score Threshold: 4 Quote Link to comment Share on other sites More sharing options...
hostingDifferent-Scott Posted March 2, 2015 Report Share Posted March 2, 2015 +1 100% agreed! Or even test tickets. Jonathan 1 Quote Link to comment Share on other sites More sharing options...
Jonathan Posted March 2, 2015 Author Report Share Posted March 2, 2015 I just use the SpamAssassin to keep spam out. That's easy when you don't have to handle incoming spam complaints. Can't use SA much or we'd filter out legitimate complaints reaching our abuse department. Quote Link to comment Share on other sites More sharing options...
Jonathan Posted March 2, 2015 Author Report Share Posted March 2, 2015 +1 100% agreed! Or even test tickets. Those too. Quote Link to comment Share on other sites More sharing options...
Michael Posted March 2, 2015 Report Share Posted March 2, 2015 That's easy when you don't have to handle incoming spam complaints. Can't use SA much or we'd filter out legitimate complaints reaching our abuse department. Legit emails shouldn't be blocked if the IP / Email is good. If you could delete tickets you'll get mistakes and people moaning that tickets was deleted or no traces, etc. And test stuff should be in a development area. Quote Link to comment Share on other sites More sharing options...
hostingDifferent-Scott Posted March 2, 2015 Report Share Posted March 2, 2015 It would not be a feature to regular support employees, but the admin, yes. The types of tickets I would delete would not be followed up by anyone because 99% of them would be from non-customers. Jonathan 1 Quote Link to comment Share on other sites More sharing options...
Jonathan Posted March 2, 2015 Author Report Share Posted March 2, 2015 Legit emails shouldn't be blocked if the IP / Email is good. If you could delete tickets you'll get mistakes and people moaning that tickets was deleted or no traces, etc. And test stuff should be in a development area. We use RBL/SPF blocking but SA can also filter fased on content. I'm sure if you don't want this Blesta would implement it as a permission that could be disabled... Perhaps for regular employees they could move it to a "trash bin" but not permanently delete it. Kayako did a pretty good implentation of this we like in our main helpdesk. Quote Link to comment Share on other sites More sharing options...
Joseph H Posted March 2, 2015 Report Share Posted March 2, 2015 1+ keeping spam tickets is just unnecessary resource consuming. Jonathan 1 Quote Link to comment Share on other sites More sharing options...
serge Posted March 2, 2015 Report Share Posted March 2, 2015 +1 Quote Link to comment Share on other sites More sharing options...
Paul Posted March 2, 2015 Report Share Posted March 2, 2015 Kayako did a pretty good implentation of this we like in our main helpdesk. How would you suggest we implement it? I don't think we would want to allow any staff to delete tickets, maybe a staff setting for that? If you have any suggestions based on Kayako's implementation, may be worth exploring those. Quote Link to comment Share on other sites More sharing options...
Jonathan Posted March 2, 2015 Author Report Share Posted March 2, 2015 Kayako has a Trash Bin which is where when you click "delete" a ticket goes. From here within this folder there's an "empty trash" button. The ability to do these two things are controll be separate permissions assignable to staff/groups. This would be a pretty cool implementation for Blesta. I've attached a couple of screenshots. serge 1 Quote Link to comment Share on other sites More sharing options...
Paul Posted March 2, 2015 Report Share Posted March 2, 2015 Kayako has a Trash Bin which is where when you click "delete" a ticket goes. From here within this folder there's an "empty trash" button. The ability to do these two things are controll be separate permissions assignable to staff/groups. This would be a pretty cool implementation for Blesta. I've attached a couple of screenshots. Ok, pretty straight forward. So, what if we allow any staff assigned to the department to send a ticket to the trash bin, and then made a setting available to each staff so they can access and empty the trash bin? (This would probably apply to any/all tickets in the trash that belonged to departments for which they had access.) What does everyone think? serge 1 Quote Link to comment Share on other sites More sharing options...
Jonathan Posted March 2, 2015 Author Report Share Posted March 2, 2015 Ok, pretty straight forward. So, what if we allow any staff assigned to the department to send a ticket to the trash bin, and then made a setting available to each staff so they can access and empty the trash bin? (This would probably apply to any/all tickets in the trash that belonged to departments for which they had access.) What does everyone think? This sounds perfect! Quote Link to comment Share on other sites More sharing options...
hostingDifferent-Scott Posted March 3, 2015 Report Share Posted March 3, 2015 Agreed. Quote Link to comment Share on other sites More sharing options...
a.daniello Posted March 3, 2015 Report Share Posted March 3, 2015 Agree Quote Link to comment Share on other sites More sharing options...
mrrsm Posted March 3, 2015 Report Share Posted March 3, 2015 +1 sounds like a great plan Quote Link to comment Share on other sites More sharing options...
Paul Posted March 3, 2015 Report Share Posted March 3, 2015 Please see CORE-1589. Open to suggestions and comments if you feel the feature should work differently than described. Quote Link to comment Share on other sites More sharing options...
Jonathan Posted March 3, 2015 Author Report Share Posted March 3, 2015 Looks spot on! Thanks Paul. Quote Link to comment Share on other sites More sharing options...
hostingDifferent-Scott Posted March 4, 2015 Report Share Posted March 4, 2015 Yep, thanks! Quote Link to comment Share on other sites More sharing options...
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