[jrMonster]

sorry i didnt mean that sarcasticly, i posted that from my iphone, sometimes i type what im talking...lol

thanks for the fix...
great idea for a mod...

thanks

[iLoveHouseMusic]

pasher:

bcabalic: Works great - How about Ticket ID#s? Please elaborate Each ticket thread and individual post has a unique ID in their respective database tables so those fields could be used. What do you have in mind? Thanks Pa

Ticket IDs such as a randomly generated unique ID number so someone can follow up.
"Hey i'm emailing you about ticket # xxxxxx, what's the status?"

Or you could do something like a consecutive ticket ID but specify a starting number/characters like: Ticket #ILHM10001, ILHM10002, etc....

Just a thought - Brian

[iLoveHouseMusic]

Also - forward thinking - You can have some type of Admin feature that is a "follow up" survey to the level of support that was received in relation to the ticket.

i.e.
"
Was the agent able to resolve your issue in a timely manner?
Not really 1 2 3 4 5 Absolutely
"

Something of that nature. Great module!

[Paul]

Thanks bcabalic - I'll put them on the list for a future version.
Cheers
Pa


_________________
Paul Asher
Jamroom Network Team Member: http://www.jamroom.net
Priority Support: http://www.jamroom.net/Support_Center

[Paul]

V1.1.0 Released

17/02/10 V1.1.0 Added Features

* Option to send PMs as well as Emails
* Ticket Priority in PM/Email subject and body (when sent to admin only)
* Ticket IDs with configurable prefix
* All of table row in bold if ticket needs a response.

Thanks to Walt at www.indiemusicworks.com for checking this release out for me

Cheers
Pa


_________________
Paul Asher
Jamroom Network Team Member: http://www.jamroom.net
Priority Support: http://www.jamroom.net/Support_Center

[Paul]

There was a slight bug which meant that some of the control panel image icons didn't get displayed.
Download the lastest version from the marketplace and upload all the files and it should be sorted.
Thanks
Pa


_________________
Paul Asher
Jamroom Network Team Member: http://www.jamroom.net
Priority Support: http://www.jamroom.net/Support_Center

[Bloodcrave]

Would be handy if a link to the ticket can be created in the PM or e-mail.
Also a idea to replace the full name field with the ($USER_FULLNAME) parameter

[Paul]

Bloodcrave:

Would be handy if a link to the ticket can be created in the PM or e-mail. Also a idea to replace the full name field with the ($USER_FULLNAME) parameter

Thanks BC - I'll put them on the list for the next release.

Cheers
Pa


_________________
Paul Asher
Jamroom Network Team Member: http://www.jamroom.net
Priority Support: http://www.jamroom.net/Support_Center

[iLoveHouseMusic]

pasher:

Bloodcrave: Would be handy if a link to the ticket can be created in the PM or e-mail. Also a idea to replace the full name field with the ($USER_FULLNAME) parameter Thanks BC - I'll put them on the list for the next release. Cheers Pa

I was actually thinking something similar. When an email is sent to (for instance) support@yourdomain.com - a Support ticket gets auto-generated and is sent back to the sender in an auto-reply

That way your support tickets will be a combination of tickets submitted from the site, as well as manually submitted via email. The admin can have a option to toggle that feature on and off.

I have been pinging support from a few other sites lately - and when you email support@domain.com it generates a support ticket so the concern becomes absolutely trackable - none of this "I didnt see your email..."

I think this would be an EXCELLENT feature for the support ticket module.
Brian

[bmupton]

bcabalic:

I was actually thinking something similar. When an email is sent to (for instance) support@yourdomain.com - a Support ticket gets auto-generated and is sent back to the sender in an auto-reply That way your support tickets will be a combination of tickets submitted from the site, as well as manually submitted via email. The admin can have a option to toggle that feature on and off. I have been pinging support from a few other sites lately - and when you email support@domain.com it generates a support ticket so the concern becomes absolutely trackable - none of this "I didnt see your email..." I think this would be an EXCELLENT feature for the support ticket module. Brian

So you'd have to set up a pop3 or imap mail account that the support ticket system would check for new items, and parse ticket id's out of subject lines, etc?

That WOULD be awesome. I'm already 95% sure of buying this module already, but that feature would definitely sell it for me.

[iLoveHouseMusic]

Yep.
I used to not like the idea - but then... when you YOURSELF need support and you send an email to support@whatever.com and you get a ticket # w/ auto response back it is VERY professional IMO.

Sure it may take a few days to get back- but it is absolutely trackable.

[Paul]

So basically, when a user submits a ticket or a response, as well as admin getting an email (or PN or both), the user gets another appropriately worded email/PN?
That's doable, I think.
I've now a list of about half dozen possible enhancements for this module. Just need the time to implement them. Might be able to start next week sometime.
Cheers
Pa


_________________
Paul Asher
Jamroom Network Team Member: http://www.jamroom.net
Priority Support: http://www.jamroom.net/Support_Center

[Brian]

auto-responding is a double edge sword - it tells any spammer that your "alive", and consequently you end up getting 10,000 times as much spam. We have auto responding disabled on our help desk for that reason...

- Brian


_________________
Make sure and check out:
* The Jamroom FAQ
* The Jamroom Documentation

[Paul]

Good point Brian. If this is put into the module, it will be as an admin selectable option.
Cheers
Pa


_________________
Paul Asher
Jamroom Network Team Member: http://www.jamroom.net
Priority Support: http://www.jamroom.net/Support_Center

[iLoveHouseMusic]

bigguy:

auto-responding is a double edge sword - it tells any spammer that your "alive", and consequently you end up getting 10,000 times as much spam. We have auto responding disabled on our help desk for that reason... - Brian

Ah, good point.