hi good day.. currently this system is one of the most promising ticket system out there, but what hinders me in using it into production is the handling or lacking of support to any of these following scenarios:a. AGENT1 makes a request (new ticket) and sends it to other AGENT2/DEPT that caters that kind of requestb AGENT1 makes a received a ticket from USER1 and  FORWARDS/ASSIGN to other AGENT2/DEPTcurrently the system allows AGENT1 to send TICKETS to other AGENT2 but the ticket disappear from the creator of ticket AGENT1, thus he will never see the status or reply that the target AGENT2 is doing in that ticket or if his ticket has been resolved or contain any reply..this is feature will enable multi level/hierarchial support system thus making it the BEST SYSTEM EVER!*** please please please.. :) ****

The problem that your having is that your making the assumption that agents can open tickets as agents.  They open tickets for users.  The agent could be added as a collaborator to the ticket or they can log in as their user account to see their ticket status.Thanks for the feedback

yup that was my kind of assumption, but what i would like to see is that can be AGENTS make something to forward to other AGENTS (more likely an INTERNAL ticket) that both owner AGENT can see the reply and be documented/recorded as part of his ticket it's like multi level internal ticket or note/request thing..

Makes sense.  There is a forth coming feature that will allow staff to "subscribe" to a ticket.  But I haven't heard when that is coming out.

>There is a forth coming feature...Yep, on GitHub Internal notes alerts #992  peter commented that is the  plan.I'm eagerly awaiting this feature too.

wow, that's a very very good news.. but i hope there is still a plan to make an internal ticket for agents to send request/ticket to other department/agents to have it everything to trace on..

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