User Updates to tickets - any plans?

[ps2]

Still working through my 7-day evaluation. Despite the many criticisms that I've read on-line, I think this is an excellent solution for a very reasonable price - it is most certainly better than my informal phone and paper / e-mail support and will no doubt help make our small company to appear more professional. The product appears to be well designed and intuitive in that it works exactly the way you would expect / want it to. It probably has 90% of the functionality that I need today, of which I figure at least half of what is missing is actually there but I'll need to figure it over time (every product, no matter how expensive, has a learning curve).

Anyway, one area that I felt was a little lacking was the end-user's ability to edit the case on-line after it has been created. In particular, at the very least, I felt that the user should be able to close the case - should, for example, they be able to resolve the case on their own. Are there any current development plans to allow the user to be able to change simple aspects of the case such as the status, severity, ... ?

This is by no means urgent but long term it's something I'd like to see happen within the product. Right now I'm curious if there are any plans (long or short term) to address this requirement.

Thanks!

[tommy]

ps2,

Checkout the Kayako blog for a screenshot of the end user support interface:

http://blog.kayako.net

It shows that end users will be able to change the status and priority of their tickets in the upcoming STABLE build.

[Jamie Edwards]

This feature has been added: http://builds.kayako.net/

27 Dec 2006 05:54 PM - vshoor
Files Affected: 6
Notes: Tickets:
- Finalized the ability for clients to change ticket status and priorities through the support center (!). You can toggle this permission under Staff CP > Users > Manage Groups > Edit > Tickets

Already available in the CVS builds, but yet to feature in the next STABLE - the eta of which is unknown I think.

[ps2]

Thanks for the updates. Sorry for the delay in replying, I was expecting replies to come through e-mail - glad I decided to check anyway.

If we go ahead with the hosted solution, do you know how often the product is updated? I guess I wouldn't really be in control over when this functionality would be available or would I?

Thanks again!

[supportskins]

When Kayako releases an update, your hosted solution will *not* be upgraded automatically but an option something like "Upgrade Helpdesk" will appear in your Kayako Members Area account clicking on which Kayako's auto upgrade system will upgrade your helpdesk. So technically you do have a control over the upgrade of your helpdesk.

Kayako forums will only email you if you have chosen the option to notify you when a new reply is posted in the thread.

Hope this helps

[ps2]

Thanks again SS, sorry for the delay - I guess I forgot to monitor this thread also... (I'm not really confused but I felt steam coming off my head was a reasonable enough symbol to represent my current state of mind). Anyway, I noticed that "Upgrade Service" is listed as a billable item ($59.95) is that what you're referring to or is the upgrade that you described free of charge?

Switched the e-mail notification to on!

Thanks again for all your help.

ps

[supportskins]

No, that is not what I am referring to. When a new "stable" build is released, an option to "Upgrade your helpdesk" will appear for all Hosted Solutions under the "Home" tab. All you need to do is click on this option and Kayako's automated system will upgrade your helpdesk to the latest stable build. Please note, this option will *not* appear if you have any uncleared invoices with Kayako. If you billing is in order and you yet do not see this option, I suggest you contact Kayako Sales to have it verified. HTH

[ps2]

I decided to purchase a copy and host it myself rather than go with the hosted service - in the end I really prefer that it run under our own domain. I guess I'll have to tackle the upgrades myself but from what I saw on your website I can always give you guys a call if I run into any problems.

Thanks for taking the time to answer my posts and thanks again for all your help; I'll definitely give you a call if I need any assistance or customizations.

Regards,

ps

[supportskins]

Just drop us a line incase you need any assistance

[slarson]

I like the ability for the users to update the status and/or priority of their own ticket, but when I looked in the audit log of a ticket that a user changed the status himself to closed and posted no update I saw no reference to who closed the ticket. This could become pretty ugly in a "he said / she said" argument over who closed a ticket or changed the priority. Please let me know if I am just tired and missing the obvious on the screen. Thanks

[Jamie Edwards]

Hi Slarson;

As a staff user, clicking on a ticket to view a ticket and then clicking on the Audit tab on the ticket menu bar should show who closed the ticket.

[slarson]

Jamie,

THis is what I am showing in the audit log:

1. User closed his own ticket:
- Ticket Status Changed From: Open To: Closed 30 Jan 2007 02:08 PM 4m29s System

2. Staff closed ticket:
- Ticket Status Changed From: Open To: Closed 30 Jan 2007 02:12 PM 2m48s Stephen Larson (Staff)

How am I supposed to know who closed from example 1?

Thanks

[supportskins]

Do you have the autoclose feature switched on? According to the audit log the system (software) closed the ticket:

- Ticket Status Changed From: Open To: Closed 30 Jan 2007 02:08 PM 4m29s System

[techs]

Our users are not able to update there ticket priority or close it? what could be wrong?

[supportskins]

Seems like you did not restore your templates after you upgraded.