Support Tickets

[evolvewh]

This is something that I don't think is a feature now and I may end up moving it to feature requests.

 

I have some support departments setup so that tickets are not opened if the clients email is not registered.

 

I now have a client who signed up but had a support ticket opened (to another department (sales) that doesn't require a registered email to open tickets) with an address that isn't on their account. Now that I've added that email address as an additional contact to their account, is there a way to 'merge' this ticket into their account so they can view it through their portal area?

[Paul]

If they open a new ticket under their account (or you open it) you may be able to merge under the Support ticket queue (Support > Tickets). I don't recall off the top of my head if tickets are limited to being merged for the same client or not.. I don't think so.

 

You'd select their unlinked ticket under the queue, then enter the ticket number you want to merge into.

 

Give it a try and let us know how that works!

 

Re-assigning a ticket without merging is not currently possible, so I'd suggest a feature request if you'd like to have that functionality.

[evolvewh]

If they open a new ticket under their account (or you open it) you may be able to merge under the Support ticket queue (Support > Tickets). I don't recall off the top of my head if tickets are limited to being merged for the same client or not.. I don't think so.

 

You'd select their unlinked ticket under the queue, then enter the ticket number you want to merge into.

 

Give it a try and let us know how that works!

 

Re-assigning a ticket without merging is not currently possible, so I'd suggest a feature request if you'd like to have that functionality.

I ended up going into the database and assigning the client ID (was NULL) and that worked. It's probably not a polished thought but I'm thinking something as simple as an option to change the client ID when viewing the Support Ticket.

[Paul]

It'd have to work similar to the way it does when creating a new ticket as an admin from the overview, which is that you type in the client details and it does a search, allowing you to select one from the search box. That would work well for a "Re-assign" option within a ticket. Feel free to open a feature request thread for that if you want. (This thread won't do)