[FR] (Power) Options for Tickets

[logicway]

I am missing a some features on the staff-ticket-area:

Add a reply from client manually by staff
When a client phones our helpdesk regarding an existing (phone or email)-ticket, we would like to log this phone-call (on behalf of the client) into the ticket and also would like to specify the post-type (phone or email). Also some clients manage to email the staff personal mail, so also in these cases it should be easy to transfer this email into eSupport. Also this answer must not be emailed to the client, but in some cases it should be emaild, so this must be optional. This could be accomplished by adding a new tab called "add reply" and having the options to specify the ticket-type (phone/email), the author of the post (staff, client, 3rd party, etc), send/not send email and all other options available from the "post reply"-tab.

Move a ticket-post to another ticket
When a client replies to a wrong ticket, we would like to move this ticket-post to another ticket. This "other ticket" must be browsable. The client should (optionally) be informed by an auto-responder that they replied to a wrong ticket.

Split a ticket
When a client replies to an existing ticket about a new issue, we would like to split this post and create a new ticket. The client should (optionally) be informed by an auto-responder that a new ticket is created and they must use a new email-form within their email-client.

Specify who receives the reply
When there is only 1 client in a ticket there is no problem in replying. But when there are more clients, 3rd parties, cc-users etc., it is almost impossible to determine who receives the reply. When posting a reply all receipients (including clients) should be listed and they must be toggled on/off.

Add ticket-post-notes
Sometimes it is neccesary to add a note specfic to a ticket-post. We would like to have this option. This ticket-post-note should be positioned next to the post the note is about.

These features are very important to us. I am sure other users think the same. So, forum-members, please vote for this thread and add your opions.

@Kayako, could you say if these request will be implemented and when? If it is not going to be implemented, why?

[logicway]

Isn't there anybody missing these features?

Kayako, could you respond please? Are any features already on the list or are you planning to implement any?

[Jamie Edwards]

Hi there,

I am afraid that with the number of feature requests we receive there is no way to get an instant Yes, No or Planning answer to all of them. Every month or so, the features are shortlisted and then presented to the developers who will decide on implementation.

Thanks,

[BigDawgRob]

Hi logicway,

I agree with your Move a ticket-post to another ticket/Split a ticket suggestion! This is something that gets flagged on a regular basis.

Rob

[Jamie Edwards]

I have split up your request into several:

Ability to add a reply on behalf of a client to an existing ticket
Tickets -> Move ticket reply from one ticket to another
Tickets -> Split replies from a ticket into a new one
Ability to add notes to certain ticket posts