Trouble Ticket problem description

[Gerry]

At sweetpea's recommendation, I'm putting this suggestion into this more appropriate forum ...

The auto-responder for Trouble Tickets doesn't include the problem description in the initial "your Ticket has been received" message which assigns the Ticket number.

If multiple Trouble Tickets are open, there's no easy way to correlate the Ticket number with the specific problem to which it applies.

Would it be difficult to include the text describing the problem with the initial auto-response?

That would make it easier for customers who occasionally have multiple open Tickets to keep track of which number is assigned to which problem.

[petesmc]

We'll try to implement that soon

[steven]

In addition to what was suggested above, we have a trouble ticket icon in our Control panel. I'm talking in our control panel under the formail icon, and next to the crontab and review icons. Hostrocket should have a feature which when we click on the icon, it lists the trouble
ticket(s) we have submitted, along with Hostrocket's response. That we we can reference an old question without having to submit another ticket and waste HR time, if we forget how to do something.

What do you guys think about it?

[JohnM]

Originally posted by petesmc
We'll try to implement that soon

We? Are you on staff or something?

[Brendan]

Hi,

We are making a new support system that should be able to roll up a faq and a trouble ticket system into one nice efficient little package. It will also have lots of the new features that we didnt think of when we wrote our first trouble ticket system, like the ones you described. He is going to be working with us on the new system.

-Brendan

[petesmc]

That what i mean, let me just say that i kn knew that because i am working on it...

I'm not staff though......i wish...