Blocking, Searching and Links

[Osaul]

Hello,

 

Together with our customer we created list of some requests (questions) for your billing-system WHMCS v6.2.2:

 

1) When one of our support team starting to reply in ticket from customer, other staff can see it only after one minute has been passed (Auto Refresh Every 1 minute minimum). Very often two guys of our support team starting to reply in one ticket together Do you have another solution for "blocking" ticket in admin area? Kayako has a same ticket "blocking"?

 

2) Search doesn't work. At now our customers can't search anything (some info in tickets, products, invoices). They can search only via subject of tickets, and only those info which displaying on monitor. Where is powerful searching via all data in client area?

 

3) In 5 version of WHMCS all items (services, domains, tickets, invoices) have links. Our customers can open each item (services, tickets etc) in new window of browser and compare all they need. In 6 version of billing-system opportunity "open link in new window" is available only on home page in client area and only for active services and recent support tickets. How our customer can do it with another items?

 

Thanks in advance.

[WHMCS John]

Hi,

To address your points:

 

1. When a member of staff starts replying to a ticket a notice is displayed at the top of the ticket page to any other staff who may view the ticket afterwards. This is ajax-based so no page reload is necessary to see that.

Then if the second member of staff tries to reply to a ticket that the first staff member already answered, they'll get a popup advising the ticket status changed since they last loaded the ticket.

 

Together these measures quite successfully work for us in preventing two analysts sending two replies to the same ticket.

 

 

2. What would you like to see added to search in future? we welcome feature requests online at http://requests.whmcs.com

Feel free to suggest this as a new idea for comment and voting upon by other WHMCS users.

 

 

3. Unfortunately this was a necessary sacrifice to add real-time sorting, filtering and searching of the search results. We do hope you'll consider the benefits worth it.

[Osaul]

Hello John,

 

1) We thinking maybe there are better solution. For example few years ago we used another billing-system BILLmanager of ISPsystem. If one of our staff team starting to reply in ticket, after that nobody else can't do any with it. It is really block.

 

2) Together with our customers we want to see powerful searching via all data in client area. Feature request has been created.

 

3) "open link in new window" is really lacks for our customers.