FOSSBilling
Improvements to ticket management
We should take a look at the implementation of the support tickets and identify any potential room for improvement. One of the suggestions I've been told is to add a "answered" status as right now when you reply to a ticket it goes into "on hold" and then automatically closes after like.. 24 hours.
Agree with both things above.
'On hold' should be replaced with 'Answered' or 'Staff answered' or something similar in this case.
Plus, as Jaap says 24 hours is very short, 72 would be much better. The ideal would be for that to be configurable rather than a hard limit.
Just a thought. I haven't looked very deeply at #1180 but it seems like a pretty close to completion PR and if it is going to be merged then any changes to ticketing would probably be best done after that.
I have a few suggestions, these slightly expand on ticket management and would apply to the whole ticketing system.
- I think the On hold could be replaced with 2 statuses - "Waiting client reply" & "waiting Staff reply". The ticket dashboard already separates the tickets based on this status.
-Agreed with @John-S4 the timing to auto close a ticket should be configurable. There is already this option in the Help Desk settings, but im not sure which status the "close after" setting applies too.
- Add an optional reminder email that is sent X hours before a ticket auto closes. Example:
Ticket auto close - 72 hours - You haven't responded, so this ticket has automatically been closed, You can reopen the ticket if you still require support. (if ticket reopen = YES)
Ticket reminder - 24 hours before close - Your ticket has been updated and is now awaiting your reply. This ticket will be automatically closed in 24 hours if we don't receive a response.
Equally if a ticket is set to "waiting staff reply" and X time passes without a response this could trigger a reminder email to the staff team or flag up on the dashboard that a ticket has not had a reply within the required time frame.
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When adding the subject on a new ticket, suggest articles from knowledge base - sometimes the answer to someone's support query is already answered in the KB - may work better when #1180 is complete, as @John-S4 has rightly pointed out.
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Enable CKeditor for support staff when creating a new ticket from the admin portal - Sometimes staff need to open a ticket on behalf of the client, following live chat, phone call etc. Staff should have the full editor functionality.
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Apply filters to Support Help Desks - Add options to help desks to select which customers can create a ticket for a specific help desk. Options could include, Client Group, active services, similar to the filters in Mass Mailer. E.g. "Domains" help desk only available to clients with active domain services.
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Custom Fields for each Help Desk - Add custom fields to ask relevant questions relating to the support request. The more information the client can provide the better. E.G, Have you enabled debugging? Have you completed our troubleshooting steps? Please specify the email account your require help with, Please specify the domain name you need help with, etc.
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Open support ticket for invoice - Add button on individual invoice page to create a new support ticket. This would provide a link to the specific invoice in the ticket details - "Related to"
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Option to Link a product or service to the support ticket - currently client can open a ticket directly from a service / product page which links the ticket to an order. However if they open a ticket from the main menu orders/products are not linked. They could have the option to select the order/service/invoice the support request is relating too.
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Upload files to support ticket - #1409
Just a thought. I haven't looked very deeply at #1180 but it seems like a pretty close to completion PR and if it is going to be merged then any changes to ticketing would probably be best done after that.
Indeed - the PR is fairly close. I'll get this completed ASAP so that future changes can be built upon this.
Indeed - the PR is fairly close. I'll get this completed ASAP so that future changes can be built upon this.
It's probably in conflict hell at this point, hopefully re-basing isn't too much of a pain for you 🙃
It's probably in conflict hell at this point, hopefully re-basing isn't too much of a pain for you 🙃
Thankfully little has changed in the two modules, so it isn't too bad. 🫣
any chance for a new editable "workhours" field on tickets? or a timer feauture on tickets? (optional, but present) or is this something out of scope for ticket management?
thx in advance,
