Update ticket/support system

[samej71]

Hello,

The ticket/support system is very awkward for reviewing your submitted tickets. Right now if you want to view the status of an existing ticket of yours, or perform an action on it, you need to go digging thru your email to find the key for that ticket.

I would like to request that if a user is logged into their control panel, they should be able to get a list of all of their open and closed tickets, similar to how they can view their call logs.

There's no reason to make a registered user jump through that kind of hoops to work with their tickets. I can understand a system like that for non-registered accounts or pre-sales questions, but not for authenticated and authorized users.

Please consider simplifying the ticket process.

Thank you for listening.

--James

[KLH]

If you have any ticket key, you can put that in and then go through and see all of your tickets. I've had to do this many times.

I wish they would do away with the whole ticket key thing myself.

[samej71]

If you have any ticket key, you can put that in and then go through and see all of your tickets. I've had to do this many times.

I wish they would do away with the whole ticket key thing myself.

Aah. I never noticed the "view all tickets" link somewhat tucked away at the top. I only noticed the one specific ticket it takes you to after supplying the ticket key. Thank you for letting me know!

Now that I know this, the ticket system isn't as bad as I originally thought. :)

Even though we're in agreement, I'll sum it up again for the team that it'd still be nice to let authenticated users who are logged into their control panel be able to view the tickets without the need to find/supply a ticket key.

--James

[XeSolutions]

They are running a very outdated version of Kayako eSupport as they are running the old version 2.3.5 which uses the Ticket ID and Ticket Key... The latest version is eSupport 3.00.98 which the new version 3 uses your email address and a password... And it also Intergrates with ModernBill which is what viatalk uses for their control panel so they can integrate it so that kayako esupport v3 uses the same login and password you use for the modernbill control panel so they can still integrate it so that you can click a icon in the control panel to open a ticket without having to login to another system... I even use Kayako eSupport for my business https://www.xesupport.net


I even emailed Support and Brendan and told them they should upgrade to the latest version but they dont wanna... Cause version 2 even has a security vulnerbility.

[trook]

I agree. the key thing is a terrible idea. very akward and your right about having to dig through email to get ticket numbers. I never did understand why you couldn't be linked while going through your control panel. If an upgrade is what it takes, definately do it. It would make life much easier and make viatalk look better as in " better customer support and friendliness"

[Mopar_guy]

I agree. the key thing is a terrible idea. very akward and your right about having to dig through email to get ticket numbers. I never did understand why you couldn't be linked while going through your control panel. If an upgrade is what it takes, definitely do it. It would make life much easier and make viatalk look better as in " better customer support and friendliness"

I couldn't of said it better. This needs to be addressed. :yes: