Feature request - Ability for Customer to change the "Object" or "Edit" their own tickets.

[gozer]

Hi there,

First of all, thank you for this wonderfull PHP script and all the work you've done so far! Specialy by the lastest adding done with the Customer Portal: it was all we needed!

However, it seems that Customer are unable to Edit theirs tickets after creation if they forgot something or to change a bad ticket Object.

Is there any chance that features like that would be added in Hesk 3.5.x or 3.6.0?

Thanks once more for all the work done and long live Hesk and PHPJunkyard!
(And if in any way the possibility already exist and i just didnt saw it, please forgive me)

[Klemen]

In Hesk, customers never had the ability to edit tickets. Only staff can do that.

This may be easier to implement now with customer accounts so it might be added in the future. Probably as a setting.

However, to avoid confusion (and disagreement), it might be better to just add a new reply as a customer with the missing information rather than to edit it.

[gozer]

Hi Klemen,

Thanks for your reply,

i was asking this as it make real sense now that there is customers accounts: a settings like "Allow customers to Edit theirs own tickets" would be perfect.

We currently use the 'adding reply to correct', but

1. In my own experience, it seems that, in majority of cases, editing the original ticket is usually much cleaner and clearer than making a "correction reply". (Exactly the same way I used the edit function to add this comment between these brackets )

2. The first things our customers asked when they created their customer account was "Is there any way to edit our ticket now?"

It's not a big issue, but i think it would be a little but good improvement to Hesk "Customer Account" side.

Thanks again for your excellent work!

[Klemen]

Yes, it makes sense in some cases.

In other (for example, a larger organization handling thousands of tickets), the support staff do not have the luxury of reading customer responses over and over seeing if they edited/added something Also, edits would not appear in email notifications to staff.