Tickets -> Some kind of ticket-history-as-you-type lookup when creating a ticket

[Siora]

Currently the only way to view ticket history is to visit the user's tab, click on the user and select tickets. This slows down our process. I would like to be able to view ticket history as soon as you enter in the user's email address in the new ticket section. This can allow staff to create a new ticket, enter in user's details, see if the user called about the problem previously and then fill out the rest of the ticket without having to navigate away from the new ticket field.

[Jamie Edwards]

This is not the only way - you can click on the History tab within a user's ticket to find all tickets submitted by that user, sorted in date order.

Please post back if I have misunderstood.

[Siora]

That is not what I mean...Let me take you through my process.

A client calls up stating that his printer has stopped working again and that we solved the issue before. So I go to tickets-->new phone ticket and start to enter in the user's details. Now that I'm in the new ticket window, how do I go about checking the user's previous ticket from within the new ticket window?

Another scenario is a user calls up looking for status on his ticket. How do you perform a look-up without having to go to users-->manage user to find the user and his history?

[Jamie Edwards]

Ah I see what you mean. You can find a user's ticket history by accessing the user account from within the staff control panel (under Users > Manage Users).

Were you aware of this, or do you think the steps needed to do the lookup are too many?

[Siora]

Yes, the steps needed to do the look-up are too many. sometimes you want to look up the user's history while you are creating a new ticket and this can't be done. This suggestion goes along with the whole look-up request I made earlier where if you enter the user's email address, the rest of the information should auto-populate (phone, name, etc...). At the same time, the user's history should pop-up somewhere as well. This would make things easier and more efficient because all the information is accessed while you are creating a new ticket and its automated.

[danielpugh]

i agree here - not sure why users and contacts are not the same thing, with dropdown for group (/company), checkbox for manager, and section for web interface access info (e.g. can logon, can create support requests etc).

This would massively speed up initial setup of system (import from outlook contacts), initial setup of tickets.

when you are working on supporting a client, being able to see their phone number without going through a separate search is obviously useful

[Buddyl]

After the ticket has been added you can then click on the history button to see the past tickets but you cannot do this until you actually add the ticket.

[jtobey]

I add my voice that this is a great feature and would love to be able to view the history of a user while creating a new ticket. This would help solve a lot of headaches and wasted time.