For the love of linux, please reconsider the posting back of DB and login credentials in plain text during the installation script! Just bad form all together.....but there is zero reason to be sending the DB credentials over. I just set them in the file as per the instructions and it's 25 random characters. Even if it was wrong, I wouldn't know by looking at it..
Sorry, I don`t follow. What do you mean? The database credentials are not form transmitted.
You have a nice package here. The UI is definitely one of the nicer ones I've seen.
Probably the biggest weirdness is when adding a new record. You click add and it says it added it, but if you then go to a different tab and change something in that record and want to save the changes, you only have an add button. If you click it you get a duplicate record error. After the add, the form should clear, you should get redirected to the view of the newly created record, or redirected to the list.
Yep, you are right about that, it`s not great. I will improve it in a future version.
There does not appear to be any concept of ticket ownership. Knowing who is responsible for a ticket is core to our workflow. It helps us make sure nothing falls through the cracks, which has been an issue in the past.
Tickets can be assigned to staff so long as the assign option is enabled for a department. If it is and a ticket is opened, it would be awaiting assignment.
And there is no way to make internal notes in the ticket. I want to be able to make an "inline" internal reply so staff can read through everything that happened on the ticket chronologically without having to load the "notes".
You can add notes, but not as a reply. The ticket history is shown in admin on the ticket view page, this details all the actions.
I like that it keeps track of which tickets are waiting for a reply from staff and which are waiting for a reply from the customer. You would be surprised (or maybe not) how many helpdesks don't do this!! It is key to an efficient workflow for staff. But there doesn't seem to be a way to override this.. i.e. a customer replies "ok I'll do ____ on ____".. We don't need to reply as we are waiting on them to do what they said they would do, but it would be in the "waiting on support team" with no way to mark it otherwise.
Yes, true. I may add this in a future version too.
Your license fee is extremely reasonable. I hope you consider adding these features in the near future.
Thanks Mike, appreciate it. I`m sorry it`s not quite what you are looking for at the moment.
I have a really big feedback list for the system, so loads more features are on the way. I want to extend the API too, which is possibly the most requested feature.
Maian Support has got a little more complex over the years, so I can understand it`s not so easy at first glance. It`s a bigger headache keeping things tidy for mobiles.
I`ve added your suggestions to my list anyway, so thanks for your comments, appreciate it.