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Support Ticket Enhancements

The Jamroom Network » Forum » Suggestions » Page » Support Ticket Enhancements
SoftDesigns
SoftDesigns
@softdesigns
7 years ago
242 posts
Enhancement Ideas for JR premium support tickets:
- Possible allow Users to edit existing support ticket post for 1 hour after entered (similar to Forums) ?
- Maybe add a button so Users can "close" support ticket without post?
updated by @softdesigns: 05/03/17 12:27:21AM
michael
@michael
7 years ago
7,714 posts
The thing with support tickets is as soon as you hit SUBMIT or send an email to support, we all get notified along with a copy of the issue.

Since its sent out immediately the edit doesnt really work very well with that workflow. Even admin's cant edit the tickets for that exact reason. keep the emails and the thread in sync.

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Should be able to close a ticket without a message. Just a checkbox, then submit and it closes. Not working like that for you?
SoftDesigns
SoftDesigns
@softdesigns
7 years ago
242 posts
RE: Edit: Yes, makes sense about edit challenge. Only solution would be to wait 15 minutes after hit Submit before sending email. Another ticket system we use does allow edit for 15 minutes after submit, which really helps if you make typos, or forget something. No worries :)
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RE: Close CheckBox: We see no visible button or checkbox to close ticket - are we missing something?
See Image: https://www.screencast.com/t/NsRmqIilPYcA
updated by @softdesigns: 02/01/17 10:34:27AM
brian
@brian
7 years ago
10,148 posts
Support is already in place to allow users to close tickets - it's the "Can Close Tickets" option in the Quota Config.

We have that turned off here on jamroom.net - that way we can be sure a ticket is fully resolved before it is closed. You can set it up to suit your needs however you like on your site.

Let me know if that helps.


--
Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

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