Tickets Ability to add a reply on behalf of a client to an existing ticket - Kayako

**Jamie Edwards**

Split from [FR] (Power) Options for Tickets

Quote:

When a client phones our helpdesk regarding an existing (phone or email)-ticket, we would like to log this phone-call (on behalf of the client) into the ticket and also would like to specify the post-type (phone or email). Also some clients manage to email the staff personal mail, so also in these cases it should be easy to transfer this email into eSupport. Also this answer must not be emailed to the client, but in some cases it should be emaild, so this must be optional. This could be accomplished by adding a new tab called "add reply" and having the options to specify the ticket-type (phone/email), the author of the post (staff, client, 3rd party, etc), send/not send email and all other options available from the "post reply"-tab.

**Jamie Edwards** · 10-12-2007, 09:43 PM

To extend this, we need to be thinking about possibly tracking sources - i.e. a phone call, instant messenger logs, in-person meeting and so on.

supportskins · 10-12-2007, 11:15 PM

This can be a really handy feature! I second this.

fivestarhost · 11-12-2007, 08:22 AM

me too

Carl Silver · 14-12-2007, 10:31 AM

i "fourth" this

**Jamie Edwards** · 20-08-2008, 11:03 AM

Will implement in V4, see: http://forums.kayako.com/f63/ticket-...+ticket+behalf

Casey Rousseau · 03-09-2008, 07:59 PM

For us, the most common sources will be phone and voice mail.

Casey Rousseau · 29-09-2008, 02:19 PM

Perhaps I spoke too soon. A recurring need is to manually post a reply from an email that either didn't get sent to the queue or wasn't handled properly by the mail parser (especially due to attachment size.)

jnet · 29-09-2008, 04:06 PM

v4 please let us know when!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1 I want v4

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supportskins Offline Senior Member Posts: 3,951 Join Date: Aug 2006 Location: Mumbai, India	10-12-2007, 11:15 PM This can be a really handy feature! I second this. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

fivestarhost Offline Registered User Posts: 28 Join Date: Mar 2007 Location: Las Vegas	11-12-2007, 08:22 AM me too

Carl Silver Offline Member Posts: 86 Join Date: May 2007 Location: UK	14-12-2007, 10:31 AM i "fourth" this █ Leapfrog AVIT Ltd - http://hosting.leapfrogavit.com █ Shared Linux Hosting, Virtual Servers(NEW!), Dedicated Servers(NEW!), Domain Registration █ UK Based Servers, cPanel 11, 99.9% Uptime Guarentee, Big Enough To Cope - Small Enough To Care! █ MSN: carl.silver[AT]leapfrogavit[DOT]com

Casey Rousseau Offline Member Posts: 205 Join Date: Aug 2008 Location: Connecticut, USA	03-09-2008, 07:59 PM For us, the most common sources will be phone and voice mail. Casey Rousseau Prophesy Transportation Solutions, Inc.

Casey Rousseau Offline Member Posts: 205 Join Date: Aug 2008 Location: Connecticut, USA	29-09-2008, 02:19 PM Perhaps I spoke too soon. A recurring need is to manually post a reply from an email that either didn't get sent to the queue or wasn't handled properly by the mail parser (especially due to attachment size.) Casey Rousseau Prophesy Transportation Solutions, Inc.

jnet Offline Member Posts: 574 Join Date: Mar 2008	29-09-2008, 04:06 PM v4 please let us know when!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1 I want v4 Smart magnetic card reader Reflective tape