Set Support Ticket Departments Custom Fields over several departments and no just one department at a time
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ramf shared this idea 3 years ago
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Hi,
Please add a away to Set the Support Ticket Departments Custom Fields over several departments and no just one department at a time.
Now we have to add Support Ticket Departments Custom Fields per department - and we have to set the same Custom Fields in order to prevent Custom Fields getting deleted when moving a ticket from one department to another.
So if in the support department we have a Custom Fields with the reason the client contacted us - when escalating the ticket to level 2 support department, we have to add the same Custom Field to the level 2 support department and so on.
We need a way to set a Custom Field and to be able to set the relevant departments that use it instead of manually adding it to each department.
Regards,
Ram
Please add a away to Set the Support Ticket Departments Custom Fields over several departments and no just one department at a time.
Now we have to add Support Ticket Departments Custom Fields per department - and we have to set the same Custom Fields in order to prevent Custom Fields getting deleted when moving a ticket from one department to another.
So if in the support department we have a Custom Fields with the reason the client contacted us - when escalating the ticket to level 2 support department, we have to add the same Custom Field to the level 2 support department and so on.
We need a way to set a Custom Field and to be able to set the relevant departments that use it instead of manually adding it to each department.
Regards,
Ram
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To say the truth since now it's so cumbersome I try not to do it if I can and instead I'm using spreadsheets and other out of WHMCS systems in order to track and store data.
I think the Support Ticket Departments Custom Fields should work similar to the Custom Client Fields that can be added in one place.
If one need to have different Support Ticket Departments Custom Fields for each department maybe he can use a selector to choose the support department this Support Ticket Departments Custom Field is relevant for (but keep in mind that since when moving a ticket to such a department will cause the data relevant to the previous department to disappear).
Any way the way Support Ticket Departments Custom Fields works now is very cumbersome - having to manually add the same text (and dropdowns etc) while paying attention to use the exact spelling etc is causing us to minimize the use of this important feature.
Thanks!
Ram
Thanks for your suggestion.
To help understand the ROI on such a feature, how often do you find yourself performing this task?