Pre-Sale Questions

  • Resolved fullphat

    (@fullphat)


    3 years, 9 months ago

    Hi Guys,

    We’re looking at moving our client away from Freshdesk and I wanted to ask a couple of questions before we make the jump.

    1. At present we accept the initial tickets in via a Gravity form on our website. Once this is submitted our engineers go out on-site and work on the fault, we would like the engineers to be able to add a private note to a ticket which the external client cant see (I see you have a plugin for this which is great) We do however want to make these private notes so that we collect the correct information from the engineers, can we have a structured form for these notes in some way with set fields?

    2. The second ask is if we can make it so the engineers ‘user group’ can not submit any replies to tickets that a client can see? so to make it so engineers can only submit private notes?

    Thanks In Advance
    Martin

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author yeisonbp

    (@yeisonbp)

    Hi @fullphat,

    1. Unfortunately, we don’t have a feature to add private notes from Gravity Forms. but if you are interested, you can ask for a quote in the link below:

    https://getawesomesupport.com/contact/

    For number 2, it is the same case, if it’s viable, you could ask a way that only engineers submit private notes through Gravity Forms.

    Regards.

    Thread Starter fullphat

    (@fullphat)

    Hi Guys,

    The private notes don’t have to be in Gravity Forms, ignore Gravity Forms for this, we just need private notes to be able to be submitted with a structure of a form so we can collate the correct information from our engineers (ie not one big text input).

    Okay for number two, again we don’t have to use Gravity forms, we just want to know if we can make it so engineers can only submit private notes in response to Tickets, sound slike this isn’t possible so we’ll have to leave it on this occasion unless you inform us otherwise.

    Plugin Author yeisonbp

    (@yeisonbp)

    Hi @fullphat,

    Yes, this can be added to the feature request list for review and approval and if you are interested in custom development, you can contact us in the link below.

    Regards.

    Plugin Author yeisonbp

    (@yeisonbp)

    Hi,

    I will mark this topic as solved, but if you have more technical support questions, please let me know.

    Regards.

Viewing 4 replies - 1 through 4 (of 4 total)
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