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

[bubble]

I think there should be an option to show ticket notes inline with the replys
it can be just a button in staff view ticket post page, which toggles the option on or off.

This is because it is more convenient to show the notes in a choronical order.

[Racked Hosting]

there's already a thread discussing this

[bubble]

oh , would you mind give me the thread?

[Racked Hosting]

Originally Posted by bubble

oh , would you mind give me the thread?

I knew you would ask. I found it:

Tickets -> Notes -> Inline ticket notes

[bubble]

to meet everybody needs why don't just add a button / view option on user preference basics (every user have different habit.) and let users show ticket notes inline or on the top?

[bubble]

thanks thanks

[Giray]

Originally Posted by bubble

to meet everybody needs why don't just add a button / view option on user preference basics (every user have different habit.) and let users show ticket notes inline or on the top?

I think that would be awesome. But I tell you, this is a major request on our side. Our staff are simply frustrated at having to use external email to properly discuss the client's issue. If the notes were in context, we feel that we could keep the discussion - both with the client and among ourselves - 'time-linear'.

[Susie]

I agree that this would be an incredibly helpful feature! If there was a way to either post a note as it is currently, or post within the ticket tree (love the idea of a different color to make that note stand out!) that would be incredible.

We really like Kayako. But the biggest frustration is the fact that those notes are just popped in there at the top of the thread - and when you add a new note, you don't see the other notes. If you had the option to work it into the thread on a per-note basis, that would make life so much easier!

Just my two cents...

[Phil Sayers]

Hi all - new user here,

We're currently evaluating Kayako software.

I'd like to add that the Ticket System that we currently use is RT/Ticket. On any ticket we can;

Reply
Resolve
Comment

Replys are (obviously) sent to the end user

Resolving the ticket allows the option to include EU or not in any additional correspondence. The default is "not to". Which is just as well as you wouldn't want the EU receiveing, "Jeez - what a battleaxe, hope Kev gets her next time"

Comments are not sent to the EU. But importantly, they stay in the timeline of the ticket to provide a true story of events.

Just my two-penneth worth.

Phil

[Giray]

Me again. Wondering if the 'notes within the thread' concept is still on the books?

[Jamie Edwards]

Hi Giray,

I will be in touch with a developer about this in the morning, to see what the status is.

Thanks,

[Jimbob]

Yes - this would be MOST helpful. This definitly gets our vote.

We would like this on a note by note basis, so that we can chnage a Notes "status" to be inline or at the top.

By the way - 3.1 is out now, will this be put into the CVS build soon?

Thank you.

Kind regards

James Gillies
Softek eSupport

[Jimbob]

Hello Jamie,

Thanks for that - good to know. While we're at it, can the developers put in an option to change the sort order at the top as well?

At the moment you might ten or twenty notes in a ticket, and you have to scroll down loads:

a.) To get to the "first ticket" (newest first)
b.) To read the last note a member of Staff might have put it.

This means unnecessary mouse miles, can we have a sort order choice like we do for Ticket Posts?

Thank you in advance.

Kind regards

James Gillies
Softek eSupport

[richm]

How about Ticket notes and "General Notes", separating the two things?

Ticket notes, inline, always invisible to the client.

General notes, separate from the ticket flow. Kind of like a yellow legal tablet where you scribble general/random other information about troubleshooting etc.

Cheers,

Rich

[Giray]

Originally Posted by Jamie Edwards

Hi everyone,

I have discussed this with the developers today, and the feature had been reprioritised for version 3.10 of SupportSuite. The feature will be included in 3.5, however.

So no chance of this seeing the light of day soon?
There are so many of us clamoring for this, which therefore begs the question if 3.5 is for Q3 or Q4 2007 or even 2008