Hello, I'm deciding to leave freshdesk and move on osticket.
Before migrations I have some questions.
client can open ticket just for portal
Yes you can disable email fetching/API and only allow Tickets via the Client Portal.
when agent reply can link easily or import a knowledge base article
You can create Canned Responses with links to each FAQ. When replying Agents can select from the Canned Responses to auto populate content in the Reply box.
good theme (payed or free)
There are 3rd party themes out there but use them at your own risk. None of them are verified nor recommended by Enhancesoft (developers of osTicket). They can contain anything including harmful code so just be very careful/weary/inquisitive.
easy app for agent to reply or just optimized for mobile
We do not have a mobile app at this time but this is something we are going to work on after v2.0 (full codebase rewrite). We need a responsive software with a robust API before we can have a mobile app. We have no set deadline for v2.0 but we do have a public roadmap that you can follow to see the progress.
only logged user can see knowledge base and open ticket
Yes you can configure osTicket to require login to view FAQs and to create Tickets.
Cheers.
KevinTheJedi You can create Canned Responses with links to each FAQ. When replying Agents can select from the Canned Responses to auto populate content in the Reply box.
Hello KevinTheJedi ,
thank you for your quick answer! I'm not looking for a canned reply but something like this.
What I’m saying is you can create a canned response for each KB article and easily search and link them in the reply box.
Cheers.
KevinTheJedi I know..but i have a lot of kb article! is impossible to handle it!
May I know if is possible do automatically when agent reply start with
Hi /nameclient/, ?
No, nothing can be done automatically on reply. You can use template variables but they will just auto-populate existing data in the reply.
Cheers.
