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Hi,
I've programmed a few new features into our HESK I allways missed scince coming from other ticketsystems and wondered if anyone would like to have those as well or if they even could find the way to the offical HESK:
1. Restrict standard-replies to categories. So in admin_ticket.php not all standard replies will be shown:
Just like editing the user-rights, all Categories could be selected seperatly or "all".
Therefore a new column in the mysql-std_replies-table was created, where all categories are listed, seperated by ','.
2. I altered a version of admin_ticket.php and saved it as admin_ticket_supporter.php. In this new version a telephone-supporter could search for every ticket by id oder tracking-id and it will be shown. I the HESK-User has no rights for the category of the ticket, the supporter is only allowed to leave an internal note or re-open a ticket to leave an internal note.
3. Bookmarking tickets. For all new supporters, who are in training for the job, this is a good way to follow up a support-request from the beginning to the end. Also you could monitor and supervise a ticket and the work of the supporters, or bookmark for important stuff you maybe need later again. Through the admin-menu in admin_ticket.php you could set a bookmark:
In a new mysql-table "bookmarks" only the user-id and ticket-id is saved. Only thing left to do here: if a ticket is deleted, the bookmark should be deleted as well.
For the bookmark, as well as the ticketsearch a new admin_menu was inserted in the show_admin_nav.inc.php
If there is any interest, feel free to write to me.
