Issue: Some tweaks to use PT as a ticket system

  1. issueid=229 12-14-2011 07:19 AM
    Alfa1
    Number of reported issues by Alfa1:
    Some tweaks to use PT as a ticket system

    As discussed here: http://www.vbulletin.org/forum/showthread.php?t=242518

    PT already has the functionality needed to make it a ticket system.

    Quote Originally Posted by Ryan Ashbrook View Post
    You can create a new Issue Type called "Tickets" and set Statuses to things such as Unanswered, Awaiting Feedback, Answered, etc.

    You can create new Issue Types via Admin CP -> Issue Type Manager

    If you want to make it act as a true support system, then I also recommend disallowing non-staff from viewing others issues.

    You can do that by going to ACP -> Project Permissions -> *Your Project down at the bottom* -> Edit Permissions -> *All Non-Staff Usergroups* -> Edit -> General Permissions -> Can View Others' Issues -> No.

    Note to self, make this less complicated. Make a shortcut or something?
    Quote Originally Posted by janaf View Post
    There are some features missing, that would make it a better ticket system:

    Email notification to poster (customer)
    Better admin overview (list all open / unreplied issues)
    Users overview (my issues)

    I am still starting to try out PT 2.1 for my new support / ticket system on because of it's integration with vB. As of todays version it also displays in vB4.0 style
    Quote Originally Posted by King Kovifor View Post
    There is subscriptions that accomplish your first point,

    Reports can accomplish the remaining two (my Issues is a search pre-defined on the user profile). Reports are saved searches, and remember search parameters.
    What is missing is:

    1. Support Tickets block between 'My messages' and 'my subscriptions'

    2. 'My Tickets' in userCP so that the user can see the tickets at a glance, similar to how new PMs are visible on usercp.php

    Mind that it is desirable that an admin can use PT as both a support ticket system, as a bug tracker or other applications. So 'My tickets' should show only issues within a certain category.

    3. Submit support ticket from usercp.php

    4. Include a shortcut to create a support tickets setup. (like Ryan suggests)

    5. Redirect 'contact us' to projectpost.php?do=addissue


    Even though those would be simple tweaks, I think that this would make PT far more popular than it currently is.
Issue Details
Issue Number 229
Issue Type Feature
Project Project Tools
Category Functionality
Status Rejected
Priority 3
Suggested Version 2.2.0
Implemented Version (none)
Milestone (none)
Votes for this feature 1
Votes against this feature 0
Assigned Users (none)
Tags (none)




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