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

[Giray]

Interesting indeed. I admit I had to reread a couple of times to 'get it'. One caveat, however, is that if they (Kayako) opts for a system similar to your suggestion, it has to be MUCH clearer that this is an internal email. There can be disastrous consequences attached to a misdirected email; I think we all know this. And asking a staff member to take a credibly close look at email addresses is highly hopeful. The body has to be different or there has to be a giant inserted phrase saying that this is an internal email. Not sure if I, personally, lean more towards your solution of just improving notes, but kudos of working it through. Now if we could only hear back from Kayako to discuss where this is going

[PeteV]

I apologize for the fact that the description is not more clear/concise. Please feel free to improve it if you wish.

The solution is optimized for simplicity and ease-of-implementation. In its current form, the short proposal certainly has a number of limitations.

First of all, the solution (and its "modules") should be optional:

Internal replies:
1) Via Staff CP
2) Via E-mail
3) Via Staff CP and via E-mail.
4) Off

Then for (the current version) of Notes:
1) On
2) Off

The ambiguity between internal and external replues can be overcome easily in the Staff CP (using the 3-selection drop-down list with the first selection being empty). It is a
problem only when replying by e-mail.

For warning messages:
1) In Subject line: [INTERNAL NOTE] [EXTERNAL REPLY]
2) In the E-mail body: THIS IS AN INTERNAL NOTE / EXTERNAL REPLY.
(at the very top of the message sent from eSupport, so that this warning message appears right below the cursor when replying)
3) Both.

There are a number of very nice side-effects for the proposed solution. We did not mention this in the proposal, to keep it short and to not distract too much from the main points.

For example: It would be possible to prohibit certain Staff (and Third Parties) to communicate directly with the Users, by omitting the CC e-mail addresses of these Users from the e-mail from eSupport. That is, it would be possible to force certain Staff to use Internal Notes only. For example, this way, a pool of experts can discuss the Ticket, but none of them can (accidentally) reply to the User; only the assigned Staff or a manager can reply directly to the user. This of course could prevent problems with VIP/sensitive Users!

We are anxiously awaiting a response from the smart people at Kayako (hopefully with "This has been implemented in 3.11.02, which will be released next week.") -- and comments and questions from the forum community.

[gdigrego]

Hello,

Instead of having two distinct concepts like replies and notes, why not to have only one (like replies) but adding a "private" checkbox that will allow the reply to be for staff only or for customer as well. Also, it would be great to be able to edit that checkbox also after posting the reply to make it public if it was private or private if it was public. This might be usefull in such circumstance:
- making private a public reply which was supposed to stay private
- making public a private reply which you think becomes usefull for customer to read
- etc

Thanks for considering this.

[Giray]

I just installed 3.20.02 and this feature is still not there!
Incredibly, I started this thread almost two years ago!!

[Jamie Edwards]

Hi Giray,

As said previously, and the reason why this thread is in 'For Version 4' is because it has been targeted for inclusion in Version 4, our next product overhaul. It has never been targeted for a Version 3 release.

Regards,

[PeteV]

... which is why we stopped reporting bugs and request features... if it typically takes years to see results, then we will not bother... we will have likely moved on by then...

PeteV.

[Jamie Edwards]

Hi Pete,

The bug tracker is not severely backlogged, and we are making good progress on the current roadmap: Kayako Bug Tracker - Roadmaps