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Choose contact when opening a ticket via the client area

ramf shared this idea 1 month ago
Under Consideration

Hi,

When a customer opens a ticket via the client area - the ticket is automatically opened on the master account holder (or a sub contact if there is one).

Please add a way for customers to indicate the relevant contact person that open the ticket.

In the admin side we can choose the relevant contact person when opening a ticket on a customer behalf (see 1313.PNG) - and we need the same option in the client area for a ticket that is opened via the client area by the customer.

Also please add a way for this field to be mandatory if there is a contact set for the customer - so on every ticket opened via the client area will include a contact person.

Thanks!

Ram

Files: 1313.PNG

Comments (4)

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1

Hi there,

Thanks for your suggestion.

At present it would be necessary to login as the sub-account holder to open the ticket as the sub-account. The master account holder cannot currently open a ticket on behalf of a sub-account. As I understand, this is the ability you are suggesting?

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1

Hi,

I'm not talking about a sub-accounts, I'm talking about contacts.

Sometime a contact will login to the client area using the master account holder login information - and he need a way to identify himself in the ticket system - just the same way as we can do it in the admin side.

In our case we don't have "master account holder" (because of all the problems with SPAM and misunderstanding mentioned in several feature requests. You can see my last reply here, and the full explanation here.) - So we give each customer a fake / don't reply email address that they cannot change and with this email address they login to the client area - but when submitting a ticket there is no way to know which of the contacts in this account is the ticket submitter.

When a contact opens a ticket via email - The ticket is opened in the relevant customer & the relevant contact - So we know who is the relevant ticket owner.

When a contact person contact us by phone - we can open a new ticket on his behalf and can choose the relevant contact ticket owner.

The only place we cannot know who is the ticket owner (the specific contact) is when he open a ticket via the client area.

We need a way for a contact to be able to submit a ticket via the the client area while indicating the relevant ticket owner.

By the way - If you will change the way the ticket system is working and cancel the whole master account holder - It will

solve lots of problems. You can set the current client profile to be a "company profile" that will be used as a "container" that we can "fill" with contacts / sub-accounts each with the relevant role, detail (such as phone number, email address, costume fields etc.), notification rules etc.

Doing so will create a clear a connection between a ticket to the relevant ticket owner without spamming others, It will enable us to send a quote to the relevant person we want to send a quote to, we will be able to use the merge fields in the email templates and predefined replies correctly ( so hello [NAME] - will be indeed the Ticket Submitter Name and not the master account holder who did not opened this ticket) - and so much more.

Any way - all of this is just an explanation why (hopefully in the meantime only) we need a way to enable a contact selection via the client area when opening a ticket.

Thanks!

Ram

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1

Hi Ram,

In that scenario the contact should be made into a sub-account so they can login and open a ticket in their own name. Surely having multiple individuals share a single set of credentials is besides the point of the whole contact and sub-account system?

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I'm in favour of this, customers with several contacts often complain about being involved in conversations that only one contact needs to be (the person who opened the ticket) - sub accounts isn't an option because that would mean separate billing and products - we're talking about a customer who might have many services and many contacts on file, perhaps from different departments. The contact opening the ticket should be the only one receiving replies, not the primary contact or any fo the others.