Changing User Email = No Tickets

[CS New Media]

Hi,

A customer requested a email change for his Helpdesk account (SupportSuite). Once changed when he views existing tickets he has sent they are no longer present.

Although as an admin/staff member, we can see all his existing tickets via the "History" tab.

Any ideas - possible bug?

Thank you,

[Jamie Edwards]

Hi, thanks for posting this. You may very well be on to a design flaw or bug. A developer will verify it, I will point them here.

[supportskins]

Just changing the email address under the client profile will not work. You will need to change the email address of the first ticket post for all the tickets created by this client using his old email address. On doing this, all the tickets will appear in the History tab.

[CS New Media]

Originally Posted by supportskins

Just changing the email address under the client profile will not work. You will need to change the email address of the first ticket post for all the tickets created by this client using his old email address. On doing this, all the tickets will appear in the History tab.

I've just changed the email address of his first ticket, it appears but none of the others do.

[bear]

of the first ticket post for all the tickets

Unfortunately, it has to be done for all of them. Each ticket, the first "post". Would be nice if there were an easier way.

[CS New Media]

Originally Posted by bear

Unfortunately, it has to be done for all of them. Each ticket, the first "post". Would be nice if there were an easier way.

Crikey, I don't have time to edit all 87 of his tickets

[bear]

Yup, we've run into it before, where a client uses a few different emails over the course of a few weeks, and then doesn't remember which email was used for which issue and we can't track easily, nor can he go back and browse easily. I think it would be a really nice feature of Kayako to be able to take tickets owned by one and merge them into tickets owned by another....even better if subsequent emails from either went into the one "account" that was merged. I'd like that a lot.

Maybe posting this into feature requests would get it on the "radar"?
Should be just a matter of adding another field for "additional emails" or something, that would have the tickets available under either (or more) address. That method would also have the benefit of being reversable.

While we're at it...the idea of being able to "split" a ticket also hasn't seemed to have been implemented. I'd love that too.