staff to staff / department to department tickets?

[DamianG]

when playing around with the demo, it seems that when you are staff, you can send one of two tickets: phone or email.

This is somewhat confusing to me. These do not appear to be the same type of tickets a regular user can send to a department. Is this the case? What are the differences and why is it set up this way?

My company plans to use esupport to facilitate the handling of support issues although all issues would be internal... meaning, everyone using the system is in the same office complex.

[Giray]

The idea of the phone ticket is in case you are a 'phone in' helpdesk in which case you - the staff member - would open a ticket regarding the issue that was 'phoned in' as opposed to one that was emailed in. In the case of creating an email ticket, it's useful to create a staff generated ticket. In essence, they appear to do the same thing but in our case it just helps us to differentiate the two. Hope this helps.

[DamianG]

is there a way to make it so the staff generated ticket is in the same format and same process as a user created ticket? It would be nice if there was options in the admin section to set the 'ticket type' for staff or department in this regard (regular ticket, email ticket, phone ticket)

[logicway]

Originally Posted by DamianG

is there a way to make it so the staff generated ticket is in the same format and same process as a user created ticket? It would be nice if there was options in the admin section to set the 'ticket type' for staff or department in this regard (regular ticket, email ticket, phone ticket)

Manual Staff Ticket Entry -> Client Fullname => Author

[DamianG]

Originally Posted by logicway

Manual Staff Ticket Entry -> Client Fullname => Author

this leads me to another question... if I have this software hosted with Kayako, will I be able to FTP in and change files for mods such as the one you linked to?

If not then it appears my best option is to host the software on my own server