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| Member Posts: 47 Join Date: Aug 2007 | Ticket integration -
14-09-2007, 09:24 AM
Y'all have such a nifty troubleshooter tool - it would be really nice if that could be integrated into the support ticket system a bit more. Here's what I envision. Situation 1) User follows the troubleshooting tool to a certain end. Based on that, certain custom fields are then filled in (either automatically or by the user). Ticket is submitted to a department that was also selected based on the user's responses to the troubleshooting tool. Situation 2) Staff member needs to pass the ticket on. Based on the department he or she selects, a set of options appear. Once again, based on those choices, certain custom fields are made available so that we have the right information based on the type of ticket that it is. Cheers, Lance |
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