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Admin Only Departments

DavidBee shared this idea 7 years ago
Under Consideration

It would be nice to have departments that can be only available for staff to open and respond to tickets from other staff members.

Comments (8)

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Hi,

You can do it - in the Support ticket departments settings there is an option to Hide it from clients - so it's an internal only.

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ramf wrote:

Hi,

You can do it - in the Support ticket departments settings there is an option to Hide it from clients - so it's an internal only.

Sorry you are wrong. You can still submit a ticket from the front end when visiting the URL for the department.

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I feel like this is out side the scope of the WHMCS software.

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What are the benefits of doing it through the software, rather than using email?

Not discounting the validity of the request, just trying to get more of an idea of it.

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HostSurfUK wrote:

Sorry you are wrong. You can still submit a ticket from the front end when visiting the URL for the department.
What URL? we have several internal departments that are hidden from customers.

you can setup the department ad hidden and with no email piping - so the only way to open a ticket is via the admin side.

the benefits of doing it through the software, rather than using email is that you have more control, can measure the time response, create escalation rules and so on...

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WHMCS Chris wrote:

What are the benefits of doing it through the software, rather than using email?

Not discounting the validity of the request, just trying to get more of an idea of it.

Email is great for two way. Have 3/4 staff members involved in something could lead to problems. Also any management could also quickly glance over tickets to see what's happening.

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ramf wrote:

What URL? we have several internal departments that are hidden from customers.

you can setup the department ad hidden and with no email piping - so the only way to open a ticket is via the admin side.

the benefits of doing it through the software, rather than using email is that you have more control, can measure the time response, create escalation rules and so on...

For example.

Say I set up two departments on a fresh install. Public and Private. Public will have the deptid=1 and Private will have deptid=2 in the URL.

Say I make private hidden to clients only. This only removes the mention of it from the main page where you pick a department and submission page where you select department from dropdown.

You can still visit the department directly when visiting submitticket.php?step=2&deptid=1

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Hi we have similar requirement, we need to link tickets to project and staff without a. notifying customer by email and b. as dave said displaying in portal at submitticket.php?step=2&deptid=1

The process is simply about allocating Tickets internally with task instructions and urls to a single member or group (dept) with out the client being anywhere involved in the equation.

issue a. I might be missing something here - all my tickets involve client getting emailed a copy is this something I can resolve irrespective of creating an internal admin only department.

this gets my vote if there is not a resolve, awaiting comments.

Thanks