What I am missing in (e)Support(Suite)

[logicway]

(e)Support(Suite) is really a great piece of software, but I am still missing some features:

1. When entering a phone-ticket and only filling (or searching) a fullname, the ticket is not logged with the client. Although I made some modifications to create a phone-ticket on-behalf-of the client, the ticket is not linked with the client unless I also fill in (or search) an email address. I do understand why this is happening (the software does not know which userid belongs to which fullname at this stage), but this could be improved. When I search for a fullname of my client, the userid could be retrieved and that way passed to the ticket.

2. We need an option to "add a reply" besides post a reply. When a client calls me regarding an existing ticket, I would like to log this phonecall into the ticket. But I can only "post" a reply. This means that the client receives an unnecessary email. Unnecessary because the client just called me. This could be achieved by having an option "not to send an email" on the ticket post-reply-tab.

3. Regarding #2, we also need to log this call on-behalf-of the client, so I (and also the client) can trace who this ticketpost belongs.

4. Regarding #2, we also want this phonecall-"add reply" to be a phone-reply, so I (and also the client) can trace this was a phonecall.

5. Regarding #2, #3 and #4, we also need to log a phonecall form staff calling the client.

6. When a ticket gets created by the mail-parser, the fullname of the client is retrieved from the mailheaders. Some clients have a shortend name, or something completely different set in their email-client. This way, the fullname from a registered user is not the same as their name coming form the mailheaders, and hard for us to determine the client. So when a mail comes in , and the user is already registered, the fullname should be retrieved from the users table.

7. (e)Support(Suite) is not multi-language-prepared. There should be more flexibility. We cannot translate the priorities and statuses. There should be some kind of tabs, so you can enter text for the installed languages. This same way all other content should be translatable, like kb-articels, downloads, troubleshooters, news. So all content and all text that can show up in client support center should be translatable.

8. The client on the support-centre-side needs features to:
- Edit View tickets (just like staff ticket area)
- Sort tickets (by clicking on the column-headers an by editing view)
- Creating filters (like in staff area, filter on status and some kind of a tree menu)
- Search for tickets.
There is a feature request for this http://bugs.kayako.net/?do=details&id=1598

9. News needs to be assignable to multiple templategroups, just like the downloads, troubleshooters, kb-articles.
There is a feature request for this http://bugs.kayako.net/?do=details&id=1595

10. Templategroups needs to be assignable to multiple usergroups.
There is a feature request for this http://bugs.kayako.net/?do=details&id=1603

11. We need a parser-rule that forwards mails form unregistered.
There is a feature request for this http://bugs.kayako.net/?do=details&id=1591
Varun said he would implement this the same week 2,5 weeks ago, but it has been silence since.

12. There should be integration between contacts & users. On the users-side we are missing some fields which are already present on the contacts-side.
There is a feature request for this http://bugs.kayako.net/?do=details&id=1594

13. The terminology used is sometimes not reflecting the actual meaning. The owner of a ticket is currently the staff-member. This is wrong. The owner should be the client/company. The staff-member would then be the "assigned to".

This is a very long list of features I would like to see to be implemented.
Forum-members, if you have any thoughts, please post and vote.

[jerett]

Unfortunantly features are added on a per demand basis and if other features / bugs are more pressing - then there will be a delay on getting the less urgent features out. (Thats my opinion - I noticed the way I responded I sounded like I worked here. HA!)