Support Ticket Notes - Departments And Notifications

[pfmartin]

Hello,

 

I have 2 questions:

 

1.  Are support departments supported?  That is, can I separate techs for billing vs. support?

 

 

2.  When a support person adds a note to a ticket, is the note sent via email to the other support technicians (from the same department)?

 

Thank you.

[Michael]

Hello,

 

I have 2 questions:

 

1.  Are support departments supported?  That is, can I separate techs for billing vs. support?

 

 

2.  When a support person adds a note to a ticket, is the note sent via email to the other support technicians (from the same department)?

 

Thank you.

 

1. Yes, you can do make departments and add staff per department not everyone can view everything.

 

2. No the note is added to the ticket but not sent via email. And the customer can't see the notes.

[pfmartin]

Thank you for the quick response.

 

The issue I have is that we are several techs monitoring the same helpdesk.  I need to be able to add a note for another tech and have him know that he needs to take care of the ticket.  

 

How would I notify another tech that they need to do something about a ticket?

 

As an alternative: Would it be possible to extend the funcionality of the support module so that Notes are emailed to the staff?  This would be a god-send.

 

Thank you.

[Michael]

When they open a ticket they will see the note, as for a email you could see if  could update his Support Manager Pro to have it so a adding note would email the department staff.

 

Or you could hire a developer who knows Blesta to develop a custom Support Manager with just that feature customed to your needs. There's Paulvo, Naja7host and secforus_ehansen (Eric). 

 

Or open a feature request on the forum to see if the guys at Blesta would add it as a optional feature.