JTA Posted November 14, 2016 Share Posted November 14, 2016 Hello. When replying to a ticket it shows my name and below "Staff". Is there a way to change this to i.e. "Manager" "Sales Manager" "Technical Manager" etc? Thanks, Jon. 0 Quote Link to comment Share on other sites More sharing options...
moazch Posted November 14, 2016 Share Posted November 14, 2016 yes you can change it from support option in your admin panel 0 Quote Link to comment Share on other sites More sharing options...
WHMCS ChrisD Posted November 17, 2016 Share Posted November 17, 2016 Hello JTA, Thank you for your post on the WHMCS Community. At this time there is not a way to change the "Staff" title in the ticketing area this will always show either Staff or Client. We do recommend adding any Job Titles to your Staff Signatures which your staff can access via "My Account" or you can access this under Setup -> Staff Management -> Administrator Users Please do let us know if you have any other questions. 0 Quote Link to comment Share on other sites More sharing options...
brian! Posted November 17, 2016 Share Posted November 17, 2016 Jon, At this time there is not a way to change the "Staff" title in the ticketing area this will always show either Staff or Client. We do recommend adding any Job Titles to your Staff Signatures which your staff can access via "My Account" or you can access this under Setup -> Staff Management -> Administrator Users. technically, Chris' reply isn't correct - the supporttickets page, in the admin area, is one of the few that has it's own template, therefore a number of options become available to you. the first that springs to mind, which isn't suitable for your situation but i'll mention it anyway, would be to use Language Overrides - now I don't think the documentation specifically mentions it, but you can use them with Admin language strings too - e.g., if you wanted to change the generic title of "Staff" to "Support Technician", you could use an override to change the appropriate language string... $_ADMINLANG['support']['staff'] = "Staff"; but as I say, you don't want every staff member to be generic, you want each to use their own rank/job title etc.... and because you have direct access to the template, you can edit it to display whatever you want by changing... {if $reply.admin} <div class="name">{$reply.admin}</div> <div class="title"> {if $reply.note} {$_ADMINLANG.support.privateNote} {else} {$_ADMINLANG.support.staff} {/if} </div> to... {if $reply.admin} <div class="name">{$reply.admin}</div> <div class="title"> {if $reply.note} {$_ADMINLANG.support.privateNote} {elseif $reply.admin eq "Brian"} GearHead {elseif $reply.admin eq "Jon Agustsson"} Manager {else} {$_ADMINLANG.support.staff} {/if} if your site is multi-lingual, then you might want to replace those titles with language overrides.. and i'd personally be tempted to use $reply.id instead of $reply.name... optionally, you could assign the ranks/titles to admin users using an action hook, and pass the array back to the template - or maybe if each of the titles used their own admin roles, that role could be pulled from the db and used as the job title? even using a hook, I think they're would still need to be some modification to the template for any solution to work. 0 Quote Link to comment Share on other sites More sharing options...
Internoc24 LLC Posted December 9, 2016 Share Posted December 9, 2016 Jon, technically, Chris' reply isn't correct - the supporttickets page, in the admin area, is one of the few that has it's own template, therefore a number of options become available to you. the first that springs to mind, which isn't suitable for your situation but i'll mention it anyway, would be to use Language Overrides - now I don't think the documentation specifically mentions it, but you can use them with Admin language strings too - e.g., if you wanted to change the generic title of "Staff" to "Support Technician", you could use an override to change the appropriate language string... $_ADMINLANG['support']['staff'] = "Staff"; but as I say, you don't want every staff member to be generic, you want each to use their own rank/job title etc.... and because you have direct access to the template, you can edit it to display whatever you want by changing... {if $reply.admin} <div class="name">{$reply.admin}</div> <div class="title"> {if $reply.note} {$_ADMINLANG.support.privateNote} {else} {$_ADMINLANG.support.staff} {/if} </div> to... {if $reply.admin} <div class="name">{$reply.admin}</div> <div class="title"> {if $reply.note} {$_ADMINLANG.support.privateNote} {elseif $reply.admin eq "Brian"} GearHead {elseif $reply.admin eq "Jon Agustsson"} Manager {else} {$_ADMINLANG.support.staff} {/if} if your site is multi-lingual, then you might want to replace those titles with language overrides.. and i'd personally be tempted to use $reply.id instead of $reply.name... optionally, you could assign the ranks/titles to admin users using an action hook, and pass the array back to the template - or maybe if each of the titles used their own admin roles, that role could be pulled from the db and used as the job title? even using a hook, I think they're would still need to be some modification to the template for any solution to work. On which Files must it edited? 0 Quote Link to comment Share on other sites More sharing options...
Internoc24 LLC Posted December 9, 2016 Share Posted December 9, 2016 on which files it must be edited? 0 Quote Link to comment Share on other sites More sharing options...
brian! Posted January 4, 2017 Share Posted January 4, 2017 on which files it must be edited? viewticket.tpl in the admin/templates/ folder of the admin template you're using. 0 Quote Link to comment Share on other sites More sharing options...
AffordableDomainsCanada Posted January 9, 2017 Share Posted January 9, 2017 (edited) Is there any way of incorp. this into the viewticket.tpl in the user template ? {foreach from=$descreplies key=num item=reply} <div class="ticket-reply markdown-content{if $reply.admin} staff{/if}"> <div class="date"> {$reply.date} </div> <div class="user"> <i class="fa fa-user"></i> <span class="name"> {$reply.name} </span> <span class="type"> {if $reply.admin} {$LANG.supportticketsstaff} {elseif $reply.contactid} {$LANG.supportticketscontact} {elseif $reply.userid} {$LANG.supportticketsclient} {else} {$reply.email} {/if} Edited January 9, 2017 by AffordableDomainsCanada 0 Quote Link to comment Share on other sites More sharing options...
brian! Posted January 9, 2017 Share Posted January 9, 2017 it would be very similar code - you would change... <span class="type"> {if $reply.admin} {$LANG.supportticketsstaff} {elseif $reply.contactid} {$LANG.supportticketscontact} {elseif $reply.userid} {$LANG.supportticketsclient} {else} {$reply.email} {/if} </span> to... <span class="type"> {if $reply.admin} {if $reply.admin eq "Brian"}GearHead {elseif $reply.admin eq "Jon Agustsson"}Manager {else}{$LANG.supportticketsstaff}{/if} {elseif $reply.contactid} {$LANG.supportticketscontact} {elseif $reply.userid} {$LANG.supportticketsclient} {else} {$reply.email} {/if} </span> 0 Quote Link to comment Share on other sites More sharing options...
AffordableDomainsCanada Posted January 9, 2017 Share Posted January 9, 2017 When I change this {if $reply.admin eq "Brian"}GearHead it make the change for ALL admins and shows Gearhead for everyone - - - Updated - - - <span class="type"> {if $reply.admin} {if $reply.admin eq "Jason Peachey"}Chief Executive Officer {elseif $reply.admin eq "Site Admin"}Auto-Reply Bot {elseif $reply.admin eq "Ashley Phillips"}Accounts Receivable Manager {elseif $reply.admin eq "Lucas McGuire"}Sales - Accounts Administrator {elseif $reply.admin eq "Kegan Longo"}Fraud Investigation Specialist {elseif $reply.admin eq "Adrienne Hay"}L1 - Technical Support Lead Administrator {elseif $reply.admin eq "Jorge Novco"}L2 - Technical Support Lead Administrator {elseif $reply.admin eq "Peter Fedrochuk"}Customer Service Manager {else}{$LANG.supportticketsstaff}{/if} {elseif $reply.contactid} {$LANG.supportticketscontact} {elseif $reply.userid} {$LANG.supportticketsclient} {else} {$reply.email} {/if} </span> This is the code I am trying to implement. 0 Quote Link to comment Share on other sites More sharing options...
brian! Posted January 9, 2017 Share Posted January 9, 2017 DOH - my mistake - use $reply.name in the IF statements and not reply.admin {if $reply.name eq "Jason Peachey"}Chief Executive Officer {elseif $reply.name eq "Site Admin"}Auto-Reply Bot {elseif $reply.name eq "Ashley Phillips"}Accounts Receivable Manager {elseif $reply.name eq "Lucas McGuire"}Sales - Accounts Administrator {elseif $reply.name eq "Kegan Longo"}Fraud Investigation Specialist {elseif $reply.name eq "Adrienne Hay"}L1 - Technical Support Lead Administrator {elseif $reply.name eq "Jorge Novco"}L2 - Technical Support Lead Administrator {elseif $reply.name eq "Peter Fedrochuk"}Customer Service Manager 0 Quote Link to comment Share on other sites More sharing options...
AffordableDomainsCanada Posted January 9, 2017 Share Posted January 9, 2017 Thank you so much! Adds a little something to the tickets, I like it! 0 Quote Link to comment Share on other sites More sharing options...
brad.smith Posted August 22, 2022 Share Posted August 22, 2022 With the new 8.0/8.1 was wondering which line this is on i noticed the code is a little different as this post was from 2017, So if someone could guide me where in the vewtickets.tpl file. Which line does it start? 0 Quote Link to comment Share on other sites More sharing options...
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