Tickets Release

[Alpha1]

Tickets is a great addon and I can recommend it to others. But when you use it on a busy site then you encounter quite a lot of issues that disturb the relationship with your users. I think that Tickets needs a release that deals with these issues. Some examples:

• Users try to reply by email and never see the ticket replies. So they get angry about the lack of response. Solution: Tickets - Applications - Setting to hide reply content in email Tickets - Better email title for ticket
  
• Users reply as guests and then register and loose ticket access. Tickets - change the owner of guest tickets to a member account. Tickets - Moderator Tool Item: "Assign Ticket Owner" Tickets - Add users & guests to ticket
  
• Multiple users need ticket access. Tickets - Multiple ticket participants Tickets - Add users & guests to ticket Tickets - Open Ticket for Multiple Members
  
• Users post sensitive personal information. Storing this in this format is illegal under GDPR: Tickets - Private Fields for sensitive data.
• Users don't understand how to resolve a ticket. Tickets - Make it MUCH clearer for members how to resolve a ticket
• Cannot convert a support requests on profile to ticket: Tickets - Convert profile message to ticket
  
• Cannot post 'responses' to new ticket: Tickets - Applications - Make "Responses" available right from the Start
• Users report their support request. We cannot convert to ticket: Tickets - Moderator Tool Item: "Assign Ticket Owner"
• Users open a ticket with non-existent email address. It keeps bouncing which leads to blacklisting. Tickets - Bounce handling for guest tickets
  Edit ticket does not allow to edit email
  
• No way for teams to monitor a category: Tickets - Category Email

If you combine the issues above, then you see it entails quite a headache to deal with it all. Especially when one problem collides with others.

I know that you have a lot on your plate, but please address this by doing another big release for tickets after the calendar release.

 

[Naz]

Now that I'm back from my trip and the calendar update is done, Tickets (and Applications) are next in line.

 

[Chernabog]

Now that I'm back from my trip and the calendar update is done, Tickets (and Applications) are next in line.

Hope you had a good trip. So Tickets for XF2 is the next to drop?! :: super excited ::

 

[Alpha1]

So Tickets for XF2 is the next to drop?! :: super excited :

The above relates to XF1. Im sure the XF2 version is in the works though.

 

[Chernabog]

@NixFifty

 

[Alpha1]

Tickets (and Applications) are next in line.

Will any of the above issues be addressed in the next release?

 

[FrederikP]

Any update on XF2 version?

 

[Chernabog]

I hope you and yours had a wonderful Holiday. Looking forward to what the New Year may bring... and for you I wish continued success, happiness and joy.

 

[Naz]

Any update on XF2 version?

Currently putting the final touches on it. More details to follow.

 

[FrederikP]

Currently putting the final touches on it. More details to follow.

Awesome. If you need testers pm me

 

[Freelancer]

Do we get to see a bug fix update for 1.5 here soon?

 

[Naz]

Once I've caught up with stuff after being away for the holidays, sure.

 

[Freelancer]

I've gotten about 100 emails by now of the test ticket that had email notification which I can't cancel anymore, after it was permanently deleted...

 

[Alpha1]

I keep running into trouble with the following issues:

1. people open a ticket while not logged in and once logged in cant find their ticket.
2. no way to add someone to a ticket.
   
3. people keep replying by email to their ticket because the email body is not trimmed and its not clear to the member that they need to go to the helpdesk.
   
4. cant add predefined response to a ticket that I create for a user.
5. 'any status' does not work in a category.

Please consider if you can address these issues in the next release.

 

[Naz]

I have a Tickets release I'm sitting on from before the holidays. Just need to once over it and I'll push it out. Thanks for your patience chaps.

I've gotten about 100 emails by now of the test ticket that had email notification which I can't cancel anymore, after it was permanently deleted...

This makes no sense and without further details, I can't tell you what's happening. Consider opening a ticket with me here or a thread in the bugs forum with as much detail as possible.

 

[Alpha1]

I have a Tickets release I'm sitting on from before the holidays. Just need to once over it and I'll push it out. Thanks for your patience chaps.

Will you see opportunity to add fixes for the above issues?

 

[Freelancer]

This makes no sense and without further details, I can't tell you what's happening. Consider opening a ticket with me here or a thread in the bugs forum with as much detail as possible.

It is this bug still....
Deleted Ticket -> Escalation still sends Emails

Please send a bug fix release before the Brexit.

 

[Naz]

Testing aforementioned release this week and should punt it out towards the end.

 

[Alpha1]

Will any of the aforementioned issues be addressed in this release?

 

[Alpha1]

These work fine:

• Allow profile posts to be converted to tickets. There is a new moderator permission for this that'll need to be granted
• Add the ability to change the owner of a ticket
• Staff with permission can now change a ticket's associated email for a user
• Fix an issue where "Any" filter was not working correctly

This doesnt:

• Responses can now be used when creating tickets

Response variables fail.