0
Completed

Let staff create helpdesk tickets (instead of clients)

Pablo Hoffman 4 years ago • updated by Vladimir Mullagaliyev (co-founder) 4 years ago 7
As heavy users of UserEecho Helpdesk tickets, we'd like to be able to create tickets ourselves and assign them to a client (by specifying  the client's email, for example, or sharing a link) instead of the other way around (clients generating tickets).

This is for when we need to do something that needs to be started from our side (like a schedule downtime or server migration). We can't ask the client to create the ticket beacause they don't know anything about it. The ticket needs to be created by our staff and handed over to our client for tracking. This is very similar to how public topics work, except that we need them to be private. 

Would you consider adding such feature?

Answer

Answer
Completed
We have implemented feature, more details here
http://feedback.userecho.com/topic/549520-invite-multiple-users-to-collaborate-on-the-helpdesk-ticket/
Waiting for constructive feedback.

Provide details is it satisfy your needs?
Started
We working on the http://feedback.userecho.com/topic/534795-give-multiple-users-access-to-helpdesk-tickets/

Seems that you will able to create tickets and then assign it to the client via CC.

Today we also released new feature for the Ticketing system info about it will appear in our changelog soon
http://feedback.userecho.com/topic/436206-userecho-changelog/
Answer
Completed
We have implemented feature, more details here
http://feedback.userecho.com/topic/549520-invite-multiple-users-to-collaborate-on-the-helpdesk-ticket/
Waiting for constructive feedback.

Provide details is it satisfy your needs?
How do I create tickets from the UI?
Hi Pablo,
You can create a topic from you forum. Create a private topic. Then add collaborators.
We will add a button to create a ticket from administrative interface.

In http://feedback.userecho.com/topic/549520-invite-multiple-users-to-collaborate-on-the-helpdesk-ticket/ , you state:
Note if user will send email to your support email address with СС: field. CC users will be added as collaborators on a new ticket.
Reading this, I understand that adding people to CC list will add them automatically as collaborators of 1 new ticket.
This didn't work for me on this test ticket: http://support.scrapinghub.com/topic/556601-testing-multiple-collaborators-using-email-cc/
The extra Collaborator i added in CC did not appear in the "Manage ticket collaborators" popup,
nor did he receive updates to the ticket.

I also checked some recent tickets sent to our support email address, and the CC collaborators did not get added when checking "manage collaborators".
Hi Paul, 
We've found one bug with collaborators and have fixed it. Please try again.