Ticket: user/contact search

[PeterC]

When entering a new telephone ticket, we want to be able to search for a user/contact and the selection will then populate the telephone, full name and email address - and business name would be good.

Also, we need a business/company name on the users records.

The end result will be a report to show the time given to each business/company.

Surely we're not the only people to give telephone support to business customers?


Regards,
Peter

[tlspidle]

I have added 3 custom fields to my user contacts page but like PeterC would like to be able to search those and auto populate the field for phone tickets. Can anyone help us?

[danielpugh]

i agree entirely - user/contact functionality should be merged - a contact is a set of variables linked to a user object (additional custom fields are easy then)

this would mean that fields auto-populate for tickets properly

this would be the way to introduce _company_ rather or in parallel to than _group_ as a concept (ie order tickets by company), and therafter...

departments & multiple site customers part of the same company, then...

contracts/support agreements (and proper sla support with escalation/notification before sla breach)

contracts should be of two types
1. annual (with expiry date)
2. chunks of hours (reduced automatically as used in tickets)

this would by extension make it easier to construct billing reports

if contacts/contracts was then importable by csv then you would have integration with _every_ crm on the market.

so yes a good feature

in an ideal world this would be done relatively quickly v.3.9 allowing for lots of extra bits e.g. customer surveys, remote control, better reports (with summaries and graphics) pre-sla notification/escalation