Support

Akeeba Ticket System

#38946 Feature Request - Add "Latest Manager Note" to Support Staff pages

Posted in ‘Akeeba Ticket System for Joomla! 4 & 5’
This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

Joomla! version
n/a
PHP version
n/a
Akeeba Ticket System version
n/a

Latest post by [email protected] on Thursday, 04 May 2023 09:16 CDT

[email protected]

Hello,

I was hoping you might consider another feature for inclusion into future releases of Akeeba Tickets. For our support staff the Manager Notes are extremely helpful. Some of our dedicated tier 1 folks use the front end exclusively. While other  tier 2/3 rely on email notifications for prompting to review cases.

Therefore, having the field "Latest note" added to the various Support Staff view pages would be extremely valuable. Latest Open Tickets, Assigned Tickets

Since we potentially could use Category views for all users, the "Latest note" field should only be visible to Support Staff. 

I have attached a mock up to illustrate how I would envision this being used.

Thanks as always for your support and consideration!

 

Eric Johnson

tampe125
Akeeba Staff

Hello,

doing something like that, even if it's technically possible, would kill your server. For each ticket we would have to load all the manager notes, sort them and pick the latest one. It would work for a very small site, but as soon as there's more traffic, it will slow down the load of the page.

I think you can work around that by using custom statuses, so your support team would know if they have to look into it because there is something inside the manager notes.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

[email protected]

Davide,

I appreciate your consideration.

EJ

Support Information

Working hours: We are open Monday to Friday, 9am to 7pm Cyprus timezone (EET / EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets outside of our working hours, but we cannot respond to them until we're back at the office.

Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!