If I need to mail a customer an item

[fiedler]

I have added custom fields for the user's address.
Suppose a registered customer submits a ticket and the response requires me to mail him something (a manual, hardware, an invoice, etc). How can I print out the request along with the customers address so I can give it to my shipping department?

[eiden]

This requires some PHP coding.

This is how I would do it:

Create a own PHP page that first does a database lookup (to get the data from the custom fields and the ticket history), and prints out the HTML.

staff_viewticket.php
I would add a link that opens the PHP page that gets the data from the DB. The link would be something like: CustomPrint.php?ticketid=[ticketid]

You need to pass on the ticketid to look it up in the DB. If you have done just a bit of PHP before, this shouldn't be so hard.

Good luck !

[fiedler]

I could probably modify the "billing" tab and turn it into a 'shipping' tab. We wouldn't use Kayako for billing anyway. It would still probably require custom programming to get the appropriate information from the database.

Another way I found: I created a custom field group with customer ship to. I got those fields to show up in the ticket under the "general' tab.

Unfortunately there is no print icon to allow printing of the original ticket info with my custom fields, only printing of the responses. I don't know why this is not allowed.

[Intrepid_Soul]

This is how I plan to do it. I am going to have 2 statuses "Open (Pending Customer Return)" "Closed (Product Shipped)" with a possible "Closed (No Merchandise recieved)" that would be tied to a SLA that would close it if it hadn't been touched in 30 days. Ofcourse you were talking about printing up a ticket. That does give me more ideas now.