Staff Insert Phone Ticket vs. Email Ticket

[caitlyntw]

I find that Phone tickets and email tickets created by staff are basically the same thing. A new phone ticket contains all the same field as the email ticket just with the additional phone ticket.

Why not just make staff insert ticket = insert phone ticket? (If it's an email ticket, staff fills in user's email. If it's a phone ticket, staff fills in user's phone number.)

I don't understand the reason behind Kayako's design of this. It just makes it confusing for our staff and makes the app slow.

Note to Kayako: A lot of our users complain about the spped of the application. We have licenses to a few other helpdesks as well, and they are significantly faster. Please remove unnecessary graphics and optimize SupportSuite's speed. Thank you.

[supportskins]

Speed is not really an issue with Kayako. How big is your database size?