Hi all
we are a small company that has now implemented osTicket to handle customer questions. First of all, what a brilliant piece of software! And well done for everyone making it possible. It makes a functionality available to us that would otherwise be outwith our financial reach.
Ok so after the successful implementation of the EMail Ticketing functionality I would like to explore other possibilities. Specifically I would like to move our outdated Product and Warranty Returns spreadsheet over to osTicket.
Once we tried to give customer support through Email and come to the point that the product needs to be returned to us for further analysis and repair we start a RMA/ Returns process. This involved giving the customer a unique Returns Number and capture some additional information from them such as Address, Phone Number, Serial Number, Fault description etc. Now previously with Emails we did this by either asking the customer direct or later by using a 3rd party form that then would drop the info into another Excel spreadsheet.
I am wondering if I can implement this process in osTicket through the help of forms and variables.
What I have done so far:
- I have created a separate RMA Returns department. I have also given this department a new numbering sequence so that new tickets created here or tickets transferred into this department will have a unique number.
- I have created a custom form to collect the additional required information. When opening a ticket in the RMA Returns department this will be added. The next step would be how this additional information is filled out
Here is the question:
a) Is it possible to push an information request to the user? I.e. can I somehow in an email send the user something to fill out, ideally send the customer an email with information fields and variables and when the customer replies to the email the variables are read back into the ticket fields automatically without the need for copy and paste from the agent?
b) if that is not possible: Is it possible to create a custom page that has the custom fields included? When filling out the fields and clicking submit it would update the ticket fields?
c) failing that: Is it possible to link the user back to the ticket details (now with new, open fields) for them to fill out the fields?
d) if that is not possible I guess the other option we have would be to just have a canned response email set up and ask the customer these questions for the additional information. The agent would then copy and paste into the custom fields for better visability.
Just checking if any of the options a-c are possible
Any input highly appreciated.
Cheers
Matt
