Link to Knowledge database

misel

Hello

Is it possible to add an Link or a file to every ticket which is created over the web that only agent's can see it?

Example:

User X fills out the web form for a new colleague with his name, phone number, ... , . Then only the agent should see in the ticket a Link (maybe knowledge database?) or a file with a checklist?

I hope you can understand my question.

ntozier

An agent could add a custom form that has a file upload field that is only viewable by Agents.
Any agent [with access to the ticket] could add an internal note to the ticket with attachments.

misel

Hello ntozier,

I'll try to explain it again. I want to add an additional Link or File only visiable for agents.
I tryed with a custom form with the formfiled "Information" and only internal visible. But the Information filed is not displayed.

When an agent opens the Ticket, then it gets displayed

ntozier

Go to Admin panel -> Manage -> Forms
Add your field to Ticket Details.
Click on Config.
Click on the Settings tab.
Set your visibility options.

Open a new ticket.
Make sure that you Populate the field.
Go view the ticket.

misel

When I look at the ticket as agent I dont see the "Information" field.

ntozier

So then i do not follow your problem.
You added an information section.
you populated it with link.
Your screen show shows the information section and the word link.

misel

Yes this is right. The User X created this ticket. He sees the Information "Link".
When I open the created ticket as an agent, I dont see this Information "Link".
The word link is just a test word.

The point of this is, that User's can see this "link" and the agents in the ticket.

ntozier

Ah so then you didn't provide a screen shot of the User UI displaying the test.
I don't know if you can actually make information fields visible only to agents.