Phone number for submitting tickets

[caitlyntw]

In the Staff CP, staff can submit a phone ticket that basically is the same is the normal ticket + a phone field. This is very useful for companies that might want to call customers back. Make this the standard for new tickets both front end and backend.

This also makes it simpler in the Staff CP. Staff won't need to choose between email ticket and phone ticket. They just pick the department of the new ticket. If it's a phone ticket, they add phone number, if it's not, they just user's email.

A rough draft of the new layout proposed is attached.

[Jamie Edwards]

Hi caitlyn,

Thanks for the comprehensive request.

However, there is a difference between a phone and e-mail ticket and the system needs to know which one you intend to submit, otherwise it would throw an error when you do not give a valid e-mail address.

E-mail ticket:



Phone ticket:

[Siora]

Besides the name feild and the optional phone feild, what are the differences?

[Jamie Edwards]

The e-mail field is optional.

[Siora]

Is there a way to hide the "email ticket" feild or rename it?

[Jamie Edwards]

Yes, by editing the templates in the themes folder of your installation.

[Siora]

Originally Posted by Jamie Edwards

Yes, by editing the templates in the themes folder of your installation.

Has anyone else done this with no problems? If no problems can you post your instructions?

[caitlyntw]

It just really seems like phone ticket can do everything an email ticket can do. (email/phone are both optional, and plus it has the advantage that staff can enter user's full name)

I'm suggesting this because the most important factor to successful software implementation is usability. The simpler the designer, the easier on users/staff. They shouldn't be given options when it doesn't make sense.

Also removing unnecessary scripts/features would prevent SupportSuite from getting to bloated and slow.

[Siora]

Originally Posted by caitlyntw

It just really seems like phone ticket can do everything an email ticket can do. (email/phone are both optional, and plus it has the advantage that staff can enter user's full name)

I agree. On top of that, if a user does not enter in an email but chooses to send an autoresponder or content email then an error should pop up stating to enter an email address. That solves that problem.

[Chris Boulton]

If nothing else is feasible, merge both pages and have a "Ticket Type" field where you select either Phone/Email and depending on what is selected the email/phone fields are hidden or shown.

Either way, however, doesn't really worry me.

[Siora]

Originally Posted by Chris Boulton

If nothing else is feasible, merge both pages and have a "Ticket Type" field where you select either Phone/Email and depending on what is selected the email/phone fields are hidden or shown.

Either way, however, doesn't really worry me.

Thats a great idea as well. It doesn't really bother me but I think having both can be confusing at times and adds an extra click in there.