Forwarding of tickets, where 3 parties are involved at once - HOW?

[Solvent LLC]

So often I encounter a situation where I am sort of a middleman between an employee at a company and that employee's manager, with regard to an IT request or purchase. I am struggling to figure out how to manage this efficiently using kayako.

Example: Bob wants a new laptop. He asks me for this laptop by submitting a Kayako ticket. I reply, "sure Bob, let me just talk to your boss Fred and see if he approves the $2000 purchase". So at this point, I want to add Fred as a CC or 3rd Party user on the same Ticket, so that he can see Bob's request and reply "Yes" or "No" etc and post his comment so that both myself and Bob can see it.

What's the best way to handle this forwarding of requests to someone so they can see the entire history and their replies will go to the ticket?

Surely I'm not the only person who encounters this situation... ?
Thanks

[Sarah_User]

I have a problem along the same lines....Can anyone answer if there is a way to forward a ticket to an outside party? (not a staff member in the system). When I tried to forward a ticket to someone outside of the system, it did nothing.

Thanks,
Sarah

[Solvent LLC]

Still waiting to hear anyones thoughts on this-- glad I'm not the only one but surely there must be a solution...

[craigbrass]

What you could do is assign the ticket to Bob and then he would assign it back to you once he has given you a Yes or No.

[Solvent LLC]

How can I do this if "Bob" is not a STAFF. In fact, sometimes "Bob" is not even a registered user...

[craigbrass]

Well why not register him as staff if he is authorising the purchases of IT equipment?

[Solvent LLC]

The reason is that "Bob" is just a manager at my client's site. He is not one of MY staff. I dont want him getting access to the Staff CP.

[craigbrass]

I see your point. There is currently no way of doing it. You can either request it as a feature for V4 or contact SoftAir (http://www.softairltda.com) to custom develop a solution for you.

[Jamie Edwards]

Maybe this modification fit your requirements? Clients & Staff Manager module (Live demo available)

[Solvent LLC]

No that is a nice add-on but actually has nothing to do with my request.

[Sarah_User]

What I'm suggesting to my team here is that if we need to email something to an outside person (vendor, manager, etc) then we create a USER account for them, then write what we need to in the contents part of the "forward ticket". it still shows basic ticket information, but anything more we can just write in the contents (such as will you authorize this...?).


Does anyone know if there is a way to customize what is sent in the "forward ticket" email?

Thanks!
Sarah

[craigbrass]

It is possible but would require a code changing modification. I pointed out somebody who could do this above.

[Sarah_User]

No I can't forward ticket to USERS outside of my company...does anyone know why? I can forward tickets to users inside (non-staff) .....


Thanks!
Sarah