Support Ticket Timers

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.