Department List Modifications

[veverkap]

We want to restrict the departments that a support user is allowed to forward a ticket to. To do this, we would have to modify the output of the drop down list on the pages where the ticket is viewed.

Does anyone know how to do this?

[supportskins]

One possible way to restrict a guest user is by using the satellite helpdesk feature of the software wherein you can have a different template group for your registered users. You can assign departments to this template group to which only the registered users can submit the ticket to. Hope this helps

[NC Software]

Originally Posted by veverkap

We want to restrict the departments that a support user is allowed to forward a ticket to. To do this, we would have to modify the output of the drop down list on the pages where the ticket is viewed.

Does anyone know how to do this?

You may also want to consider using private departments. The only ones we want our users (public) to see are public departments, the ones we use internally for ticket assignments are private.

[veverkap]

Thanks for the replies. I probably wasn't clear enough. We are using Kayako for multiple franchisees to manage their support queries. Each franchisee has multiple employees tasked with different departments. For example, franchisee 1 has a billing specialist, a membership specialist and an order specialist. Franchisee 2 has their own billing specialist, membership specialist and order specialist. All of these specialists have their own logins for the staff CP.

Unmodified, the software would allow the franchisee2 billing specialist to transfer a ticket to the queue of franchisee1's membership specialist. We don't want to allow that. We want to restrict the departments that the individuals are allowed to route tickets.

As for our end users (those requesting support), they are funneled through our website's UI and we interact directly with the database for them. They never actually "login" to the Kayako product.

Any thoughts?

[Grant]

Then you disallow access to that department. The departments can assign access to specific user groups. If you modify this, you will be able to disallow this functionality.