Ticket visibility settings

  • Resolved ludoja

    (@ludoja)


    3 years ago

    Hi, question:

    Is it posible 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 free verzion of your plugin, or would it require paid version?

    Thanx for answers.

    Ludo

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  • Miha

    (@mplusb)

    Hi Ludo,

    Thanks for reaching out!
    Do you mean notes under the tickets? If yes, this is possible and all agents can add them. They are also visible only to support workers.

    You can disable notifications from Tickets > Settings > Emails > Ticket logged > check ‘Select to stop emails being sent when a ticket reply is added.’ > do the same for Reply added, Ticket closed, and Notifications > save.

    Yes, this is possible. To do this go to Tickets > Settings > Tickets > Agent Settings > and check ‘ If enabled, Support Agents will only be able to see tickets that are assigned to them directly, assigned to a department to which they are a member, or tickets that are not yet assigned. If the current user is a Support Manager or an Administrator, they will always see all tickets. ‘ > save.

    Warmly,
    Mihaela

Viewing 1 replies (of 1 total)
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