Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.
Latest post by on Wednesday, 15 September 2021 20:17 CDT
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...
Joomla! Web Agency : Better Web
SEO, performances improvements, custom web applications, AMP pages, migrations,...
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!
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.
Joomla! Web Agency : Better Web
SEO, performances improvements, custom web applications, AMP pages, migrations,...
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!
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!