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Support tickets

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Posted
Rating:
#45860 (In Topic #10025)
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Community saint

LO Mr Graham  :)

Question on support tickets.

How complicated would it be to:

Step one (could suffice)

Get rid of the spacer post, or at least give it a human look, (thought that was in the pipe for V4)

Reorganize the way ticket module creates forums and topics, so that
  • Separate forum is created for each member using the ticket system,
  • In this member forum, sub-forums are created for each ticket category (if applicable),
  • New topic is created for each new ticket, in the appropriate member forum, and the right category.
    
Step two (ideal)

- Have possibility to create a pdf (or doc or xls) file and download it when ticket is closed,
- Have a way to link topics using a staff entered code number, so that tickets of different categories
   but related to same order can download together for archiving.
- Have another forum level, higher up the tree, grouping member forums according to company (custom profile field)
- Have a way for staff members to declare their involvement in the opened topics (and get emailed when new posts come up).


Site will not use the comments system for anything else, so it can be wrecked,
Forum could be fully dedicated to this if it helps, (better if not, but acceptable),

Members (customers) getting support would probably not be more than 75 or 100,
4 ticket categories,
Typical topic would contain 15 to 20 posts, with light attachments (jpg, doc and xls files, <2Mo),
Total topics per year around 500, forum can be pruned every year if saving to pdf/xls is possible.

Can ocp be adapted to do this?
Is there any chance of me being able to do any of this myself? (don't laugh)
Guessing the answer to above, would you do this, and how many hours would it take you to get it going?

Have a nice weekend ;)


 

www.precorp.fr

Last one to leave the country, please turn off the lights.
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Posted
Rating:
#45885
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Hi :),

Step one

I'm answering your post in two parts. My 'Step one' answer below is for if you want to save costs, and my 'Step two' answer is if you want to have the ideal development.

Get rid of the spacer post, or at least give it a human look, (thought that was in the pipe for V4)

This is something that would certainly be nice for people browsing tickets via the forum, however I'd just like to check that you're aware of the features in the primary support ticket interface. Whilst the forum system is used to store support tickets, usually the forum is made so only staff can access it. Regular users of support tickets have their own interface that lets them see their tickets, whether they're open, etc - in a much more ideal interface to the forum. In addition, staff can use the interface and it'll show them all the tickets of all the users. I just wanted to make sure you're aware of those features.
After reading your full post (step two) it looks like you're aiming to improve the forum interface so staff could make full use of it and it's organisation features, but I wanted to check.

Step two

Have possibility to create a pdf (or doc or xls) file and download it when ticket is closed,

Could you describe some more please. Is this of all posts in the ticket, of just the final post, or is it more like some kind of summary/receipt/invoice about the ticket? Is it for users or staff?

Have a way to link topics using a staff entered code number, so that tickets of different categories but related to same order can download together for archiving.

Is the number being entered an order/invoice ID?
And once tickets are bound together, they always download together, no matter which of those tickets you are clicking 'Download' from?

Have another forum level, higher up the tree, grouping member forums according to company (custom profile field)

Is it safe to assume that a member's company will never change?

Have a way for staff members to declare their involvement in the opened topics (and get emailed when new posts come up).

Would this declaration be in the form of a specially formatted post that would become a visible part of the ticket itself?

forum can be pruned every year

Is this an automatic process, and if so should it also automatically put all the pdf/xls/docs into a big archive file when it does it? (this would make the manual download of these files an exceptional optional event, and the archiving activity would save them to a full and permanent archive)

Is there any chance of me being able to do any of this myself? (don't laugh)

Certainly not laughing, empowering people to be able to get otherwise-complex things done themselves is what I really like to do. I'm afraid though in this case, unless you spent a lot of time learning PHP, it's not really feasible.

would you do this, how many hours would it take you to get it going?

We'd be happy to take it on. If you can answer my questions above I'll get a cost estimate out for you :).


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Was I helpful?
  • If not, please let us know how we can do better (please try and propose any bigger ideas in such a way that they are fundable and scalable).
  • If so, please let others know about ocPortal whenever you see the opportunity.
  • If my reply is too Vulcan or expressed too much in business-strategy terms, and not particularly personal, I apologise. As a company & project maintainer, time is very limited to me, so usually when I write a reply I try and make it generic advice to all readers. I'm also naturally a joined-up thinker, so I always express my thoughts in combined business and technical terms. I recognise not everyone likes that, don't let my Vulcan-thinking stop you enjoying ocPortal on fun personal projects.
  • If my response can inspire a community tutorial, that's a great way of giving back to the project as a user.
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Posted
Rating:
#46330
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Community saint

Hi Chris,
Been away working for some days, with sporadic access to the web.
Have made a more detailed list of all this, now trying to make it actually mean sthing…
You'll get it by the end of the week.
 :thumbs:

www.precorp.fr

Last one to leave the country, please turn off the lights.
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