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Akeeba Ticket System

#35644 Suggestion: add categories and/or managers assignments to canned answers

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jfquestiaux

Hi.

When you have several people answering tickets, it would be nice to be able to filter canned answers, either depending of the category of the ticket or to the assigned manager, to avoid displaying the whole list to all the managers.

Just a suggestion...

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nicholas
Akeeba Staff
Manager

That's an interesting suggestion, but one that can't be implemented the way you want I'm afraid :(

The canned replies are implemented as an editor-xtd plugin for Joomla since this is the only way Joomla's WYSIWYG editor will allow us to insert content to it. These plugins are called from the context of the editor which can not provide a reference to the ticket or category. This means we can't display per-category canned replies.

We can't add user group filtering; that's not how Joomla works. Joomla uses view access levels for displaying things and user groups for action privileges. Since we're talking about displaying that would be a view access level to each canned reply. Still, if a member of the support staff would satisfy the requirements for multiple view levels they'd see all canned replies for all view levels. Would that make sense in your use case?

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

jfquestiaux

OK, I understand better now how it works.

I think however the viewlevel filtering could work so that can be an option.

For the moment, we work around this by starting the title with a reference of the category so at least the answered are grouped by topics, which makes them easier to search.

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nicholas
Akeeba Staff
Manager

We will add that to the backlog. However, please note that we are currently not implementing new features in Akeeba Ticket System since a rewrite in Joomla 4 core MVC is pending. Once the rewrite is complete we will start adding new features which will only be available in the Joomla 4 version of the extension. Doing anything else makes it impossible to reasonably manage the migration.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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