Newbie Question On Tickets

[Benji]

I have finally installed esupport after 12 hours ! anyway enough of that. I'm very impressed with it. Just one slight issue.

On my old helpdesk my staff could log tickets as other members of staff i.e. if a user rang the helpdesk it would be logged my the support team to his name so that he could log on and check its progress. There doesn't appear to be a way to do this in esupport or have I missed something ?

[kropes]

sorry, not sure i follow you.

you want the end user to be able to log in and check the status of his tickets ? yes, he can do that. on the main support area where it says log in. the "register" icon will change to "view tickets"

or are you talking about one staff creating a ticket and it is assigned to another staff ?

[Benji]

Yes your right its not clear now I have read it again. Here it is step by step

Mrs Smith rings Technical Support Team "My printer is broken"
Technical support team logs on to helpdesk and records the issue on to a ticket. They record the ticket as from Mrs Smith so that Mrs Smith can see how the job is progressing online.

This worked in my old simple helpdesk system but on esupport it appears the techie can't log a ticket as from someone else. So how can it be done ?

Does that help ?

[kropes]

when the tech logs the ticket,
under "full name" you can put the "tech name (on behalf of end user)"
under "user email" if you put in the end users email address, the ticket will be linked to them. if you put in the techs email address the ticket will appear as if it from the "staff"