Suggestion for pinning a ticket for a customer

[Steph]

Hello,

A suggestion regarding the "admin/manage_customers.php" page, we do not see who created an account or not, but also, adding a link to a customer's tickets in the form of a list could be a plus.

Sincerely,

[Steph]

Hello,

Another suggestion, I just made an update 3.5.1 on a personal theme and I find that it makes the procedure heavier, because some parts could very well be one by including a file (as phpBB does)

A header file, for the top part, another for the watermark, another for the footer, one for the customer area menu, etc.

By doing so, even you would be facilitated when modifying certain parts of the theme, because instead of making the modification in several places it would be done only on a single file per theme.

Kind regards,

[Steph]

Hello,

Using customer accounts is very good and makes life easier in some cases.

I don't know if I'm the only one, but maybe this could interest some people, it would be the possibility of pinning (for staff) one or more tickets of a customer in order to be able to easily find it later when consulting his list (admin/admin_ticket.php?track=X&Refresh=X). We can already see the ticket history, a new block with tickets pinned by staff could be a huge plus for some HESK use cases.

Example: a ticket containing identification data that would be useful for each next request. So no need to search for them or even ask for them again when creating a new ticket.

Kind regards,

[Klemen]

Thanks for the suggestions; I merged them all into a single topic so they are easier to track.

I won't give any promises, but will consider all and see if we can include some in future updates.

[Steph]

Hello,

Thanks for taking this into account.

Another thing: when you copy the link of "Copy ticket link" in the "Ticket Details" part (right column) in the administration. When opening this link, it indicates that it has been read by the customer while it is a member of the team who has viewed it (to see what the customer sees)0. We should find a way to be able to see this page as a member of the team or administrator without altering this tracker which can be useful in certain cases.

[Klemen]

Could you explain what the use case is here? Why would you need to see the ticket as a customer when you are looking at it in the admin panel?