[unconfirmed] Double bug related to tickets and chat

[yggdrasil]

This bugs are still here, not only they are simple to fix but also when I reported them to WHMCS they tried to argue more than once they were not bugs. Maybe bug number one, but bug number 2 is clearly a broken functionality.

 

First, for those using the integrated chat module, you will noticed the chat with customers are logged into their accounts as tickets. This is of course a nice feature, except WHMCS counts the tickets as not replied.

 

If you go to your support center overview, WHMCS will show under Tickets without Reply the chat tickets messing up your data. You know see tons of tickets without reply, but actually this are just the chat transcripts logs archived as tickets into customers account. So first bug, the chat tickets SHOULD NOT be counted in those stats as tickets without reply because they are created closed already in the customer account.

 

Second bug. The tickets that contain chat logs are not complete in the customer account. WHMCS just shows one part of them, the max text it can fit into one reply which is a limit in their mysql table, because there is a limit on how long a reply can be on each ticket reply, even a 10 minute chat will not be enough to be logged in the ticket as its too much text. So the chat logs that are archived in a customer account are actually worthless as they are broken, they are not full transcripts of the chat session. The solution would be to split them in several replies so the chat conversation is complete (which would also solve bug 1) or better attach it to the ticket as text file for long conversations to avoid using MySQL tables in the first place.

 

Both of this bugs are extremely easy to fix but yet they are here since ever. The first one just requires not to count them as tickets without replies and the second one is not to store them as ticket replies but maybe just link or attach them as a file in the ticket, since the chat module already has the full conversation stored on its own MYSQL table, there is no point in duplicating this again into the WHMCS table, this is duplicating data, you now are storing the same text twice, just use the chat module table to pull the data or create a .txt output from the table and store it in the ticket for customers to view.

[WHMCS Nate]

Hello,

 

Your reply seems to indicate these have both been previously reported, were you given case numbers for them?