A Few Pre-Sales Qs: Logins, Custom Fields.

[krista]

Hi everyone

Just signed up for the trial and I have a few questions...hoping you can point me in the right direction.

I have two products I need to support. They have separate dedicated inboxes. Let's say one is called software@company.com and the other is called database@company.com.

For Software@, I need to collect a SubscriberID when people submit tickets. For Database@, I don't need a subscriberID...it's more of a general inquiry inbox.

I'm assuming I can add a custom field to collect the SubscriberID and then use templates to set up one interface for submitting tickets that requests an id, and another interface that doesn't. But I'm a bit flummoxed as to HOW to actually do this so if someone could point me in the right direction, that would be great.

Related, is there anyway to hide the Login panel from the Client Support Centre screen and the ticket submission screen? I don't want to confuse any of our users; they already have logins for our products.

Many thanks!

Krista

[Jamie Edwards]

Hi Krista, welcome to the forums and thank you for considering our software.

You can achieve this in a few ways. I would suggest you use departments for each Software and Database, as well as seperate e-mail queues for software@ and database@.

You can assign custom field groups to certain departments. You can create a custom field group bound to the Software department with a custom field for the Subscriber ID. This means that all tickets raised via yours site and to this department can be required to also have entered a Subscriber ID.

This means that when users click on Submit Ticket, they will have to choose either your Database or Software department (or any other departments you may have). They will then be taken to the respective ticket submission form.

Related, is there anyway to hide the Login panel from the Client Support Centre screen and the ticket submission screen? I don't want to confuse any of our users; they already have logins for our products.

Yes - you can remove this box by editing the templates (this is a simple procedure - if you get stuck, we'd be happy to help you on this).

I hope I covered everything sufficiently, if not then do post back

[krista]

Well hey, that was fast!

Thanks. Will give that all a shot. So now--next question and then I'm done for the day and will not bother you until next week.

I'm in the UK. When I submit a ticket at 13:40 p.m. London time, it shows up in the ticket interface as

Posted on: 09 Aug 2007 12:40 PM


I have my time zone set at the admin level as GMT, which the auto adjustment for daylight savings. I'm pretty sure I've tried this both with and without daylight savings.

My user level settings are set to take the default time zone, so nothing should be over-riding my time zone.

Thoughts?

[craigbrass]

As it depends on server time, if this is off by an hour, so will your installation.

Try again with setting daylight savings to off. If that doesn't work, just set the timezone to +1:00.