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Disappointed in Trellis

 
  • Started 7 years ago by hammerhead
  • 13 posts in this topic
  • Latest reply from abeltran
  1. User has not uploaded an avatar

    hammerhead
    Member

    Trellis is the third trouble ticket system I installed that does not work the way I want it to. It's too cumbersome and anything but simple. It does not do the simple things that I need like:

    1 - Assign ticket to staff member rather than the Department.
    2 - Once assigned sent email notification to the assigned person only and not the Department.
    3 - Have the ability to view, edit, assign and prioritize the tickets from ONE place without having to go through the Admin control panel.

    I need something simple that everyone can easily use and without having to go through an intimidating Admin control panel that does much more than just manage tickets. Even though I have all the other features turned off, they are still visible and appear cluttered.

    After reading about RT I feel it may be even more complicated.

    I don't want a ton of features, something simple and customizable.

    So much wasted time already and nothing I can use here :(

    Posted 7 years ago #
  2. DJ

    DJ
    Project Lead, Trellis Desk

    I'm sorry to hear that you are unsatisfied with Trellis Desk, hammerhead. We do our best to satisfy all of our customers, and most of them need more than just the "basic" and "simple" features are are seeking, which is why we include them in Trellis Desk.

    The first two features you mentioned will be included in Trellis Desk 2.0. However, all staff control will remain through the ACP. You are also welcome to edit the source code to your needs, which includes the possibility of removing "excess" links / features.

    Posted 7 years ago #
  3. User has not uploaded an avatar

    hammerhead
    Member

    What is the release date for version 2.0?

    Will the ACP in this version "hide" feature that are disabled to staff users so the interface is not cluttered?

    Posted 7 years ago #
  4. DJ

    DJ
    Project Lead, Trellis Desk

    The final will probably be a few months, but our initial testing release should be out by the end of this month.

    And yes, in most areas, links will be hidden if the user has no access to them.

    Posted 7 years ago #
  5. User has not uploaded an avatar

    ajayanty
    Member

    I love the Trellis Desk product, it is easy to install and has various features. I agree that few aspects need to be understood in the product before setting it up. But all in all it is an amazing product :] Thanks to Accord5

    Posted 7 years ago #
  6. I would have to second the opinion of ajayanty.

    One of our clients has successfully used the Trellis Desk product for a year now and has truly brought structure to their service desk.

    Having reviewed the latest preview of the v2.0 I would say this is definitely one of the products we would recommend to any company with service improvement in mind and a limited budget.

    Posted 7 years ago #
  7. User has not uploaded an avatar

    mau
    Member

    Hammerhead.... Have you ever worked with other systems before? Try, style and configure Mantis, Trac etc.. and come back to Trellis crying like a baby :-) Trust me there are a lot out there and Trellis is one of the better ones! If you are not happy with it adjust it to your needs in the source and share your work with Trellis.

    Posted 6 years ago #
  8. User has not uploaded an avatar

    quest10101
    Member

    I would like to make my own changes to trellis, is there a source design index(which files do what)?

    Posted 6 years ago #
  9. DJ

    DJ
    Project Lead, Trellis Desk

    What kind of changes do you want to make? Most of the backend coding is the the admin, includes, and sources files. If you want to make changes to the HTML / skin, you will find those files in the skin folder.

    Posted 6 years ago #
  10. User has not uploaded an avatar

    jamesmorris
    Member

    DJ,

    How far is v2.0 away? I know I must sound like every other broken record; but if you are struggling with the volume of coding required to get it happening, others might be more than willing to help.

    We use your ticketing system at my current workplace; well I made them a while ago. We've been using version 2 for a while now and are more than thrilled with it.

    I had to complete the missing parts - attachments per reply, per ticket etc; but its all working for me :). I've extended your existing class base with an attachment class; get attachment by reply id, get attachment by uid etc.

    I've got the v2 running using SOAP and EWS [exchange web services] for retrieving emails, email attachments etc from a mailbox; creates ticket; emails user; the usual stuff.

    If you would like the code base; I am sure there are plenty of people willing to contribute back a few snippets :).

    Posted 6 years ago #
  11. User has not uploaded an avatar

    Julie
    Member

    WOW, you wrote this a month ago and no reply?

    I should not expect much then...

    Posted 6 years ago #
  12. DJ

    DJ
    Project Lead, Trellis Desk

    My apologizes... this must have slipped my "unread" counter.

    No official ETA, but Alpha 3 will be available any day now. :) Keep on eye on the blog and Twitter account.

    Posted 6 years ago #
  13. User has not uploaded an avatar

    abeltran
    Member

    jamesmorris:
    I would be willing to help in order to get V2 out faster.
    Any chance you could post your modified code?
    Andrés

    Posted 6 years ago #

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