How to allow clients to re-open tickets via web frontend?

  • Resolved kastoberlin

    (@kastoberlin)


    6 years, 6 months ago

    I want clients to re-open closed ticket from the frontend, but if they click on the link to re-open a closed ticket they get a message that they aren\’t allowed to do so.

    How can I give clients the right to do so?

    Before you ask: I don\’t want them to re-open a ticket by replying to a closed ticket via mail, this option has been intentionally disabled.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    hmmm…can you give me the exact text of the message? One of our add-ons allow for tickets to be locked and not be reopened but the free version of AS should allow the customer to reopen a ticket. So not sure why you would be seeing what is possibly a premium message in the free version.

    Thanks.

    Thread Starter kastoberlin

    (@kastoberlin)

    We are using the agency bundle, message is “Sie sind nicht befugt dieses Ticket erneut zu ?ffnen!”

    Plugin Author awesomesupport

    (@awesomesupport)

    Ah. That makes more sense. Can you please open a support ticket or use our contact form for this? WP doesn’t like it when we handle support for paid add-ons or services in these forums. Apparently they’re only supposed to be used to support the version of plugins and themes that are available for free in their library.

    Thanks.

    Thread Starter kastoberlin

    (@kastoberlin)

    I can’t open another support ticket because there are already 4 unresolved issues open and we can’t open more than 4 tickets ??

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    It is very rare that more than four simultaneous tickets are needed. If that’s the case it probably best if we focus on the open ones first so that they can be resolved before adding new ones to the mix. Having too many simultaneous tickets open can split our focus and inadvertently lead to not addressing the most pressing issues first. And potentially be unfair to other customers who might be waiting for support resources.

    If some of your tickets are enhancement requests you might want to close those out since they also count against the limit. Or if there are tickets that have gone as far as they could go with no new activity then consider closing those out as well. You can always open new tickets later even if its to address the same issue. This way you get to prioritize which items are the highest priority for you right now.

    Thanks.

Viewing 5 replies - 1 through 5 (of 5 total)
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