Tickets Feature: Showing all attachments in one central area

[bwong@patton.com]

Our support team has requested to have all attached documents in each case be centralized in one location for easy access in the staff pages. Possibly another tab to see the attachments and when it was attached(etc.)

The reason for this is for quick review of cases and also ease of access of files without scrolling down through long and tedious cases with text.

[craigbrass]

So a central list of all of them with searching capabilities?

[Andrew Scott]

Hello Bwong.

I can suggest you free module of holbi, attachments for a ticket. You can find info about this module in "Modifications & Addon Releases". Or if you need recollect all attachments from the ticket, you need to recode a little bit your system, it is very easy task.


Andrew, Holbi.

[bwong@patton.com]

The plugin looks good, it will definitely help us as well, but what we were looking for is something to bring all the attachments that have been sent to the same ticket within all the customer and staff replies into one general area(like the attachment tab) without having to scroll through a lot of long text.

I don't think we necessarily want to "search" for attachments, but when we have reviews for certain tickets and want to escalate a certain case, we want to be able to find out what the customer is sending(or not sending) to us for us to resolve the support issue in a timely manner.

Maybe to go along with seeing the attachments in one central area would also be to list who sent the attachment and when it was sent in list form, chronoligically ordered. And when you click on the date, it would take you to the exact ticket post, but when you click on the attachment link, it would allow you to download the attachment.

[Andrew Scott]

Hi Brian,

Thank you for your message, Yes, indeed this is an interesting modification, we will be in touch shortly.

Andrew, Holbi.

[Dewak]

Dear Brian,

This is Andres Berdugo from Dewak, our company has developed an attachments plugin that suits your needs. This new plugin features a new tab on the ticket area and groups all the attachments of the ticket in one single area, it allows clients and staff user to manually added attachments without having to send a new reply, client submitted attachments (via email or ticket submission) and staff submitted attachments on replies. You can even select which files you can make visible to clients on the support center. This products will be available this week at our online store.

Kayako Products