Ticket view client information

[raph]

I was wondering if there is any way to display the information of a user, or the information of the contact that user is associated to (ie: phone number, business name, address) when viewing a ticket.

Currently if I create a ticket for a client (phone ticket / email ticket) there's basically no information about the user available when viewing the ticket, which can make things confusing at times.

Any help much appreciated!

[AndyW]

I'm am interested in this too.

[tlspidle]

I am very interested as we run our business by client id or institution name, not by individual users.

[Siora]

I want this as well however you can in the mean time click the binochular and do a search for the user then click their name and it autopopulates their name and email address.

[raph]

Originally Posted by Siora

I want this as well however you can in the mean time click the binochular and do a search for the user then click their name and it autopopulates their name and email address.

This does not work, clicking the name of a user OR a contact does not fill in their name, just their email (or phone number if in a phone ticket and clicking the binochulers next to phone #)

[Siora]

Read this thread:

Yet another mod to the user lookup facility when creating a new ticket

[tlspidle]

I simply modifed the user registration window with a custom template I called "institution info" that asked for Institution name, city, and state in seperate fields. I also added a "client ID" field that I restricted users and staff from editing. As I manually validated each user I entered their client ID in the window. I also tied that back to client ID in the contacts window.

Secondly I added a new view to tickets just through the staff CP that I called "institution info" I added the fields above to the other ticket fields I was interested in seeing "Status, user, phone," so now I can see the user info and institution info displayed when a ticket is submitted.
It has helped, I would like to see Kayako's next release connect users in with institutions better.
I would also love to figure out how to get custom field displayed above default fields ie between user infor and comments.
Terry