Feature Requests
Share ideas, discuss and vote on requests from other users in community
Support Ticket Timers
Under Consideration
We should have the ability to implement timers, just like Ubersmith.. should we need to follow up with a client (sales lead) and or support maintenance windows etc we should be able to set timers on tickets for specific time/days.
Hello,
Not everyone knows how Ubersmith does something - please be detailed in your request to ensure the community can understand.
I assume, because I'm not familiar with Ubersmith, that you wish to set a timer so you check back into a ticket - is that correct?
Chris,
That is correct, here are some of the features that Ubersmith provides (ticket timers)
Hi,
I think you are right - we do need a timer that will remind us to check back into a ticket - to see if the solution we gave the customer is working or to check back on a price offer we gave him and so on.
When an operator talk with a customer and the customer asked to be called back in several days we need an option to add a reminder to the ticket (due date and time) to callback the customer.
It Should be mentioned inside the ticket so other operator will not try to handle the same ticket even before the due date.
We need an option to add a reminder to the ticket to callback the customer, this date should be known to everyone that see the ticket and only at the due date and time to be available again to handle.
Hi again,
I can see that this request is still under "Requires Feedback what other feedback or information do you need?
I found https://www.busyrack.com/whmcs-ticket-timer/
Enjoy! (not yet tested on our end)
I belive that this should be part of the basic on whmcs
+1 for this as part of whmcs system
You guys are viewing/commenting, lets get those votes in!!! :)
+1 for this as part of whmcs system
great idea, but i want to add this the action REPLY TICKET, to insert a reply that will send out in x minutes x hours x days
i know that about escalation rules, and this why we need X ticket reply follow up in x minutes, hours, days...NOT all tickets under department.....
thanks
Gabriel
so you can use it with a specific ticket status, so every ticket with this status only will get the reply that you want.
Sounds good.
Hi again,
I can see that this request is still under "Requires Feedback what other feedback or information do you need?
OK well I persoanlly think this is a really good idea, both for support and sales.
What about using the marketing system? you can add in a hook that does a check per your requirements on the daily cron run and sends out the correct email? no need to code in "tickers" whmcs already has the functions for this you just need to work up your own magic for it.
People, go to this link:
http://www.busyrack.com/whmcs-ticket-timer/
Tom made a perfect addon
Just tried Busyrack module and I belive that simple timer like on projects tasks is better,
+ Description per time scheduling
with total time for Ticket and Option to Invoice this total time
for example: 5 minutes: first review
30 minutes: fix
10 minutes: QA
total time: 45 Minutes
Invoice for 50USD
Best Regards,
Certainly an important feature that would ensure admins don't forget to attend to certain tickets. especially tickets that need to be attended to much later
I purchase an addon with this feature, and works perfect for me, at the addons market exist a person who develope similar request.
The name is ticket timet.
Arnulfo
http://www.digitalserver.la
Dedicated Servers in Mexico
why does whmcs require an addon for this?
This is a very common feature of every other ticket systems i know :P
yes, we need this whmcs : that's how tickets should be working!
would be a very usefull furute!
Hi,
as i stated before - this issue should be part of WHMCS without the need to buy a module for that.
i'm using the http://www.busyrack.com/whmcs-ticket-timer/ module and it's o.k. - but nevertheless it should be part of the ticket system in WHMCS directly.
BTW,
there should be an option to mark the ticket in which the timer was set off,
now you can change the status and so on - but i think that i'f the ticket where to be bold (like unread ticket) or maybe a different color that stay that way until you confirm that you acknowledge the timer is off (in the due time that you set the timer too) - something like an alarm clock that you should press something to stop the alarm.
This feature would be extremely helpful. Especially since most major helpdesks already provide something similar
https://kayako.atlassian.net/wiki/display/DOCS/Viewing+and+handling+a+ticket#Viewingandhandlingaticket-Follow-Up
We plan on buying the busyrack ticket timer module until this gets integrated into the base whmcs install. Any chance that this might get worked in some time WHMCS? :D
Hi,
What new with this? Is there someone who think this issue is not important?
By the way - If we could add this timer to the calendar it will be great (like a to-do item).
Is very important to offer an excellent support service and to do activities, we already use a ticket timer addon.
+1 for this feature
Improvements to the built in ticket system are always welcome and this would be great if it could be added at some stage
This would be very helpful for us as well. Often we provide a customer with a quote and they want to wait a week or two. We would like to schedule a reminder for us to follow up. We currently do this manually via the to-do list but it's a convoluted work-around.
Would be a great idea.
yes we need that ASAP
I was hesitant to do so, but I purchased BusyRack's module and it works flawlessly. It accomplishes exactly what I needed: The ability to set a timer and have a ticket pop back up into my work queue exactly when I need it to. I suggested a couple improvemetns and they had a new release out within 60 days that added them. That's better than WHMCS's turnaround time on features and improvements.
Software developers should *only* devote their time to functionality that doesn't already exist. If it can be done in a module (and this has been, and flawlessly) then it should not be done in core until *all* other non-module capable features have been implemented (this is not likely to happen). Therefore I suggest all of you simply buy the module. It's great and worth the money: https://www.busyrack.com/whmcs-ticket-timer/
We sort of have this with the offical project management addon. What id like to see is better integration with support tickets the PM addon. Like the ability to create and manage PM tasks directly from a support ticket and track times per task.
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