 |
How do I? Questions about how to do specific things in SupportSuite, eSupport and LiveResponse. Not for reporting problems.
 |
| | LinkBack | Thread Tools | Search this Thread | Display Modes |
| ||||||||||||
|
|
| | LinkBack | Thread Tools | Search this Thread | Display Modes |
(#1)
  |
| Member  Posts: 124 Join Date: May 2006 | Adding notes? Ticket vs. User... -
12-05-2007, 06:05 AM
Ok I need some clarification: Ticket Notes: Ticket Notes are visible only on the Ticket which they are created. User Notes: User Notes are visible on all Tickets created by the user. Visible To: You can restrict the visibility of this Note to a specific Staff Member by selecting one from the box. --------------------------- Ok so myself or my staff what to write notes on tickets... If I select TICKET - then those notes are only available to my staff members (never to end users) for that specific ticket only? Then if I select USER - that note will be visible by all staff (never to end users) but also on all tickets created by the user making that note?? And then if I select Visible to: I can just select who see the note I am attaching to that specific ticket.. Ok the USER one confusses me - how are most of you using each of these and what do most people use for normal Notes... Mainly I want my end user / customer to NEVER see notes - but then my staff can view all notes from any staff member attached to that ticket.. Any clarification would be a huge help.. |
| |  |
|
(#2)
|
| Operations Manager  Posts: 5,120 Join Date: Jan 2006 Location: United Kingdom |
12-05-2007, 12:24 PM
End users can never see notes. A "user" note is simply displayed on every ticket created by that user (by e-mail address). -------------------------------------------------------------------
|
| | |
|
(#3)
|
| Member Posts: 124 Join Date: May 2006 |
12-05-2007, 04:39 PM
Ok so just so i understand this - If I have a user/Customer with 100 tickets in the system.... then I as staff go in and Click NOTE - USER - and write the note, that note will show up on all 100 tickets that specific user has placed... Thus if the user is a problem and I wanted all my staff to see that on all 100 tickets - that would be the way to do that..? |
| | |
|
(#4)
|
| Operations Manager Posts: 5,120 Join Date: Jan 2006 Location: United Kingdom |
12-05-2007, 04:44 PM
That is correct -------------------------------------------------------------------
|
| | |
|
(#5)
|
| Member Posts: 124 Join Date: May 2006 |
15-05-2007, 04:27 AM
Ok how abou the issue: If you submit a note in a ticket and address it to just one person, the creator of that note cannot see what they posted. That might make it difficult to understand what was going on if the ticket is viewed in the future. Is this a bug? or is that how it works? This is only happening when the note is sent or assigned to one person on the list... |
| | |
|
(#6)
|
| Member Posts: 58 Join Date: May 2007 |
16-05-2007, 04:08 PM
Quote:
Thanks, Aaron | |
| | |
|
| Tags |
| notes, ticket |
| Thread Tools | Search this Thread |
| Display Modes | |
| |
Linear Mode
