Help desk enhancement suggestion

[bear]

In full help desk applications, when viewing a ticket, it will have an indicator that the person has other tickets (based on email, typically) in the system. In Kayako, you can click that tab and see a list of those tickets and click to open in a new window. Quite handy.

 

It would be terrific if a feature like that could be implemented at some point, so it's simple to find previous tickets by a particular customer. In fact, some method to be able to search the support desk would be nice, unless it already exists and I've just missed it? Up until now I'd been using Kayako, but the login share methodology (mainly their end, I believe) leaves a lot to be desired overall.

[scurrell]

Cerberus had the same facility. Very useful it was too....

[WHMCS John]

Click "View all Support Tickets" on the client's summary tab. As the client ID is available on the view ticket page I imagine it should be possible to add the link to the view ticket page too.

 

The support desk can be searched from all the ticket listing pages via the Search/Filter tab.

[bear]

Thanks, John. I did just that. I'd like to request that something along these lines be added into future versions so changes aren't lost in upgrading?

 

Template file: /admin/templates/v4/viewticket.tpl

On or about line 125, find:

<p>Client: {if $userid}<a href="clientssummary.php?userid={$userid}"{if $clientgroupcolour} style="background-color:{$clientgroupcolour}"{/if} target="_blank">{$clientname}</a>{else}

 

Change to:

<p>Client: {if $userid}<a href="clientssummary.php?userid={$userid}"{if $clientgroupcolour} style="background-color:{$clientgroupcolour}"{/if} target="_blank">{$clientname}</a> | <a href="supporttickets.php?view=any&client={$userid}" target="_blank">View all Support Tickets</a>{else}