Tickets -> Notes Tickets -> Notes -> Inline ticket notes

Giray · **Tickets -> Notes -> Inline ticket notes -** 03-06-2006, 07:04 AM

Currently, once a ticket is open, if you post a reply it goes out to the customer (obviously). To write a note/message/comment/idea to another staff member, you have to create a note, but that note is out of context and out of the thread. It would be *GREAT* if there was, in the Post Reply, a checkbox that was *For Staff Eyes Only* which would then insert a reply into the thread directly that was only visible to staff.
What do you think?

Giray · 04-06-2006, 06:46 AM

No one else finds this feature useful / necessary?

kropes · 10:25 PM

Actually...
i find that incredibly useful... but i think the notes section should... possibly instead of showing it in a totally seperate area, should have the notes appear inside of the message thread.

So.... you would still use the standard "seperate" notes area to compose the notes. this way there is no confusion or forgetting to mark the check box and you accidentally sending out to the customer that you think they are smoking crack for breakfast.

so on notes that were marked as "this ticket only" they would appear in teh thread itself. and like you said. now you can see teh full thread with nots in context...

"USER" : blah, blahhh on my blahh...
"STAFF " : try resetting the blah...
"NOTE" : the custoemr owns a dog and it chews on everything.
"USER" : blah, blahhh on my blahh...
"STAFF " : glad we could help....
"NOTE" : yea, it was the dog again.
"USER" : blah, blahhh on my blahh...

Giray · **You got it! -** 05-06-2006, 04:35 AM

That's exactly how I see it. Notes, right now, are read out of context, out of order and only if you 'look' for them, because they are graphically subdued. I would welcome them being in the ticket thread. They could even have a slightly different colour, or something, so that the staff member knows that this entry was *not* read by the client.

Any other supporters of the idea?

tommy · 05-06-2006, 01:33 PM

Giray,

I also agree that it would be better for notes to be in the ticket thread sequence and have a different color to highlight their existence.

I would also like the ability to toggle off the display of billing information (but not lose the infomation).

Do you plan to submit a feature request in Kayako's bug tracking system (bugs.kayako.net)?

Giray · 05-06-2006, 06:38 PM

I tried but I don't see how to register. Can someone tell me how to register?

eiden · 06-06-2006, 09:44 PM

I have added this to the bugstracker: http://bugs.kayako.net/?do=details&id=1485

You can register here: http://bugs.kayako.net/?do=register

Giray · 07-06-2006, 03:26 AM

Thanks!! Hope this one gets in.

***Varun Shoor*** · 08-06-2006, 12:05 AM

Added to TODO for v3.1, Its not that tough to do. We will have an option that will allow you to toggle how you want notes displayed.

Regards,

Varun Shoor

greengiant · 08-06-2006, 01:00 AM

Varun,

Please make it an option to set on a per note basis if it is an inline note or a regular note that stay at the top of the ticket..

***Varun Shoor*** · 08-06-2006, 01:22 AM

I would like a broader opinion on whether it should be per note or global option.

Both are doable too.

Regards,

Varun Shoor

eiden · 08-06-2006, 01:25 AM

I would vote for a per note setting...

kropes · 08-06-2006, 02:56 AM

you could make it a default global setting.
"this is the standard way it works on this installation" type of thing,
but then still be able to override it per note if you want/need to.

in our installation, we would likely want to always see it inline. but i can think of only a couple of instances where we would want it completely seperate at the top.

like a note for the user, would remain at the top...

oh yes.. and make sure teh background is shaded differently on the inline ones to signify that it did not end up with the user.

Giray · 08-06-2006, 03:49 AM

I am so psyched that you're doing this! Thanks!

Giray · 14-10-2006, 07:01 AM

It's been a while. Any updates on inserting notes into the thread?

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Giray Offline Member Posts: 107 Join Date: Nov 2004 Location: France/Switzerland	04-06-2006, 06:46 AM No one else finds this feature useful / necessary? Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.

tommy Offline Member Posts: 36 Join Date: Oct 2005 Location: Boulder, CO USA	05-06-2006, 01:33 PM Giray, I also agree that it would be better for notes to be in the ticket thread sequence and have a different color to highlight their existence. I would also like the ability to toggle off the display of billing information (but not lose the infomation). Do you plan to submit a feature request in Kayako's bug tracking system (bugs.kayako.net)? Cheers, Tom

Giray Offline Member Posts: 107 Join Date: Nov 2004 Location: France/Switzerland	05-06-2006, 06:38 PM I tried but I don't see how to register. Can someone tell me how to register? Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.

eiden Offline Member Posts: 237 Join Date: Apr 2006 Location: Norway	06-06-2006, 09:44 PM I have added this to the bugstracker: http://bugs.kayako.net/?do=details&id=1485 You can register here: http://bugs.kayako.net/?do=register

Giray Offline Member Posts: 107 Join Date: Nov 2004 Location: France/Switzerland	07-06-2006, 03:26 AM Thanks!! Hope this one gets in. Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.

greengiant Offline Member Posts: 103 Join Date: Feb 2004	08-06-2006, 01:00 AM Varun, Please make it an option to set on a per note basis if it is an inline note or a regular note that stay at the top of the ticket..

eiden Offline Member Posts: 237 Join Date: Apr 2006 Location: Norway	08-06-2006, 01:25 AM I would vote for a per note setting...

Giray Offline Member Posts: 107 Join Date: Nov 2004 Location: France/Switzerland	08-06-2006, 03:49 AM I am so psyched that you're doing this! Thanks! Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.

Giray Offline Member Posts: 107 Join Date: Nov 2004 Location: France/Switzerland	14-10-2006, 07:01 AM It's been a while. Any updates on inserting notes into the thread? Using K-3.20.02 (zend) == Messages must cause change. \| Stop AIDS. Make the Promise! \| Fair trade photographs.