Ticket visibility settings

  • Resolved ludoja

    (@ludoja)


    2 years, 8 months ago

    Hi, few questions:

    Is it possible to achieve that multiple (all) agents/registered users can comment on all (or a group of tickets) –
    basically that any agent can comment on the ticket?

    Is it possible to use the plugin without any mail notification? We want to have only communication via user admin interface.

    Can default ticket visibility be setup to: only ticket author and admins can see the ticket?

    My workflow would be as follows:
    Wevsite visitor = unregistered user submits a form which will turn to a ticket visible only to admin.
    Based on visitor′s ticket, admin creates another ticket which is visible to memebers/registered users/agents, who can add comments to it.
    Based on members feedback, admin writes notes on visitor′s ticket + add atachments to it, and publishes the ticket to all website visitors.

    is it achievable by your plugin?

    Thanx for answers.

    Ludo

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author Mayeenul Islam

    (@wzislam)

    1. Agent assigned to the ticket is responsible for the ticket, and they won’t see all the tickets. At present, a single agent can be assigned to a ticket, not multiple. But an agent can be assigned to multiple tickets.
    2. Mail notifications can be turned off from the NanoSupport settings > Emails

    Attachments are still not possible. And the plugin is not maintained for some years. We’re not sure when can we provide our next update. Attachments are under development and destined to be released on the next release inshaALLAH.
    https://github.com/nanodesigns/nanosupport/issues/4

    I’m not sure about your workflow, in NanoSupport, the guest users can submit tickets (along with creating a user account), the admin will receive them, and then can assign tickets to an agent. An internal note can be maintained within the admin panel. The Support Seeker can see the front end of the site and can manage their tickets only.

    Thread Starter ludoja

    (@ludoja)

    ok, tahnx for quick answer anyway

Viewing 2 replies - 1 through 2 (of 2 total)
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