clients can see other client's tickets?

[sugar]

Hello, I would like to implement the kayako support suite in a customer support department here, I have two questions:

- We are a wireless communications provider, with thousand of subscribers, and we have a customer support center with many customer service representatives receiving calls from subscribers, my idea is that each customer support representative create trouble tickets instead of subscribers, customer service representatives should be able to see tickets created by other clients because we all are the customer service team... is that possible?

- There should be few categories to create a trouble ticket such as
-SMS issue
-VoiceMail issue
-Roaming issue
-Etc
client should be able to create a new category in case is not listed; is that possible as well?

thanks in advance =)

Kayako Support Suite version 3.11.01
Aldo

[SteveLV702]

Your first issue yes Staff Members (Customer Service Reps) can create tickets via the Staff CP.

Now regarding the categories you can use "Custom Fields" and create one titled issues and have a selection of issue that they can choose and then have another one with option of other and a text field for them to enter their own issue....

[sugar]

thanks for the response, so do you recommend me to have my customer service guys to have an 'staff' account instead of a 'client' account?

I would need to create a limited profile for customer services to be member of the staff... I will have regular customer service guys and a couple of managers with all the full staff permissions.. do you think that will work?

[SteveLV702]

ya sorry little confused of how you want system to work.. like most companies who deal with phone tickets a client calls and the staff member opens a ticket via Staff CP and then they work on the ticket or leave it for another staff member from appropriate department to respond.. Then the client can login to the client end and add any updates to his/her ticket...


never really heard of any company who have their staff members use the client end to open tickets...

[sugar]

the thing is that I am not sure if will give to our subscribers the ability of create trouble tickets... we want to have our customer service people to take calls and open tickets in the system... maybe in the future we can integrate the kayako in our website to give access to all our subscribers...

[SteveLV702]

you can disable the ability for customers to open new tickets via the web portal and still allow customers to reply to existing existing already open tickets...