Tickets Display the number of PENDING tickets to members

[Alpha1]

A major problem with tickets is that members seem to miss the pending tickets they have.
After members receive an alert and email, there is no reminder. (I know we can alert create reminders with escalation, but I am yet to see escalations work.)

My suggestion is to treat PENDING tickets (tickets which need a reply from the member) the same as new conversations. Display the number of pending tickets as an alert bubble at the right top of the page between the conversation envelope and the alert icon.

 

[Naz]

I know we can alert create reminders with escalation, but I am yet to see escalations work.

What doesn’t work?

 

[Alpha1]

Escalations have never worked for me.
This is the latest error I encountered: Tickets - Conflict between Ticket escalations and OneSignal

 

[Naz]

Escalations have never worked for me.
This is the latest error I encountered: Tickets - Conflict between Ticket escalations and OneSignal

I believe you reported these issues before and IIRC, it was an issue with the actual add-on. I did look in to it but it wasn't very nice. Overrode a couple functions instead of extending, etc.

I'll check again when I get some spare time.

 

[Alpha1]

I'll check again when I get some spare time.

Did you find time for it yet? We have 527 unanswered pending tickets now.

In any case: I would still like an alert bubble for pending tickets.

 

[Naz]

Did you find time for it yet? We have 527 unanswered pending tickets now.

In any case: I would still like an alert bubble for pending tickets.

It was a poorly done add-on and short of rewriting it, there was nothing further that could be done. I did start my own version of it but can't remember if I finished it. Will dig it up.

I'm probably going to add an alert bubble on the Tickets tab to compensate though.

 

[Alpha1]

Great. Thank you.

I did start my own version of it but can't remember if I finished it. Will dig it up.

That would be mighty useful. Currently we can choose between a very buggy onesignal addon that gives errors half the page loads and the less buggy addon that changes name, price, policy every month and sends your users to advertising sites. Its a major PITA because its essential functionality.

 

[Alpha1]

BTW: why did you you opt for OneSignal instead of PubNub or Amazon SNS?

 

[Freelancer]

I'm probably going to add an alert bubble on the Tickets tab to compensate though.

This would really be awesome...

It is also important for the Mods/Admin to see the number of unviewed/unanswered posts. So if it is just that. The count of unviewed posts it would be superb.

 

[Naz]

BTW: why did you you opt for OneSignal instead of PubNub or Amazon SNS?

Never heard of PubNub but to my knowledge you'd need an app or something to parse and display information from SNS (last time I checked anyway).

 

[Alpha1]

When I was still using Cometchat (pile of bugs) I employed PubNub to push messages between chat and user browser. I am not sure about their PUSH notifications needed an App or not.