Hello, this is a suggestion to modify the behavior of how OSTicket currently handles the description of tickets that are created manually in the agent panel by an agent.
Currently, when an agent creates a ticket and assigns it to a user, the description of the notes reads as "user posted" followed by the timestamp, e.g. if the user's name is "Bob Smith" the initial note on the ticket says "Bob Smith posted 02/12/2021 6:49 PM", even though it was the agent who created the ticket.
The problem is, when an agent is the one who created the ticket this winds up being somewhat misleading for tracking purposes as it can wind up leading the user to believe the system posted something they did not say, and if ever recalled in a dispute scenario it can cause communications issues about who said what.
As ridiculous as this sounds, being in the tech space I am sure I am not the only one who has had to pull up "historical information" to settle a "he said she said" situation with end users (as much as we generally strive to have great relationships with our clients).
I believe a better solution would be, when an agent creates a ticket manually in the ticket system it should show the agent's name under the initial post and only show the user's name when they actually reply to the ticket (or when the user is the one who opened the ticket).
Thank you,
