Feature Requests
Share ideas, discuss and vote on requests from other users in community
 

Ability to view the email address for a support ticket

Sean Wilson shared this idea 7 years ago
Completed

You cannot see who your replies will be sent to when viewing a support ticket.

You can see who has logged the ticket and what the CC email addresses are but you cannot see the normal email address.

This is especially important when tickets are manually logged for users who are not clients. If viewing the ticket for this type, you can only see that it was logged by a staff member and it isn't clear where your response will go.

Steps to replicate

1 - Open a new ticket

2 - Put the "To" field set as "Test Ticket 1"

3 - Put the Email field as an email that is not affiliated with a client already in the system

4 - Put something in the subject and body of the ticket

5 - After the ticket has been submitted, open the ticket and try and find the email address that it was logged under. It's not visible in any of the tabs including the log

Comments (5)

photo
2

Hello,

To elaborate:

When specifying an email address not associated with a client it may be good solution to list the email address stored for the ticket rather than:

Client: Not a Registered Client

photo
2

Hi,

Yes that might be one solution. It's also still helpful to know that they're not a registered client though.

I was thinking more along the lines of being able to view and possibly edit the email address for the ticket from the options tab in the area highlighted in red in the attached screenshot.

You can view all other information in there including the cc addresses. It surprises me that I can't edit the email the ticket is logged under for normal replies.

I hope this clears things up a bit.

Cheers,

Sean

photo
2

Hi,

You are right, this is a problem we face every time we open a ticket when a customer calls us we open a new ticket on his behalf with his mail address),

After we open the ticket - there is no way to see the email address we open the ticket on.

Another problem related here is the fact that there is no way to see the mail address the client sent the mail to.

Some times a customer send a mail to 3rd party with us in CC - and it's open a new ticket for us, but there no way to know that the customer sent the mail to 3rd party and not to us to handle.

photo
2

YES!

You are right.

When a customer calls us we open a new ticket on his behalf with his mail address, After we open the ticket - there is no way to see the email address we open the ticket on. Please note that i'm talking about a not registered customer - so there is no customer profile or something like that.

And another thing related:

Some times a customer send a mail to 3rd party with us in CC - and it's open anew ticket for us - but there is no way to know that the customer sent the mail to 3rd party and not to us...

photo
2

How can something so simple be so difficult? I'm trying to see too what e-mail address I send an email to a lead and now I can't even see that.

Is this stupid or am I blind and crazy?