Closing template...

[sureshkumar.mr]

Is it possible to attach a closing template before closing a ticket. I didn't find any option to attach a file before closing a ticket.

The user should not receive this template file, this is only for staff and quality team.

Let me know if there is any work around.

Regards,
SURESH KUMAR M R

[richm]

Hi Suresh,

I'd like to see this too. IMO agents shouldn't be allowed to simply close a ticket, without an update (& in my case we require resolution codes)

The only thing I've found (& it can't be enforced afaik, it's up to the agent to do this) is to create a custom group (resolution codes for example) with custom fields for the items you want collected at closing and make it a polivy for agents to go to the edit tab of the ticket and and link to the custom group with the "Link with Custom Field Group" drop down and click update to bind these fields to the ticket, then they have to set the linked fields properly.

I realize this probably isn't what you're looking for, but thought I'd throw it out as I haven't been able to find any other solution to this.

HTH,

Rich

[sureshkumar.mr]

Hi Rich,
Even we are using Custom group and linking it to a ticket. We are not able to attach Functional or Technical documents with the ticket. We are storing it in a portal and saving the file path in the template.

A File field will solve our problem.

However we know about Kayako Staff and the their way of working, and we cannot expect a solution from them.

Regards,
SURESH KUMAR M R