Jonathan Posted March 2, 2015 Report 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.
Michael Posted March 2, 2015 Report Posted March 2, 2015 I just use the SpamAssassin to keep spam out. SMTP Spam Score Threshold: 4
hostingDifferent-Scott Posted March 2, 2015 Report Posted March 2, 2015 +1 100% agreed! Or even test tickets. Jonathan 1
Jonathan Posted March 2, 2015 Author Report 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.
Jonathan Posted March 2, 2015 Author Report Posted March 2, 2015 +1 100% agreed! Or even test tickets. Those too.
Michael Posted March 2, 2015 Report 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.
hostingDifferent-Scott Posted March 2, 2015 Report 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
Jonathan Posted March 2, 2015 Author Report 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.
Joseph H Posted March 2, 2015 Report Posted March 2, 2015 1+ keeping spam tickets is just unnecessary resource consuming. Jonathan 1
Paul Posted March 2, 2015 Report 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.
Jonathan Posted March 2, 2015 Author Report 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
Paul Posted March 2, 2015 Report 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
Jonathan Posted March 2, 2015 Author Report 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!
Paul Posted March 3, 2015 Report Posted March 3, 2015 Please see CORE-1589. Open to suggestions and comments if you feel the feature should work differently than described.
Recommended Posts
Please sign in to comment
You will be able to leave a comment after signing in
Sign In Now