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New items for 2.0 release and some other points

 
  • Started 8 years ago by mau
  • 6 posts in this topic
  • Latest reply from mau
  1. User has not uploaded an avatar

    mau
    Member

    First of all I want to thank you guys for the great work!
    I would hope to see some extra functionality in the new release that seems missing.

    The Knowledge Base now is quite basic. It would be nice if an admin can upload files like a pdf etc.
    Access to the KB articles should be restricted on a user group basis if necessary.

    It would be nice when an admin is able to change or add priorities in the ticket system.. Next to that it would be good to add "changes and service requests" in the tickets options list.

    Also one point for the next release would be some extra documentation. For instance, I have no idea what an custom page can do and where the template option is good for.

    It would be nice if you guys would give the option to make core adjustments via a local file structure like the Magento shopping system does. Or let us contribute with pieces of code or ideas.

    Sometimes an update in the custom language, css etc. files goes terrible wrong and leaves them completely blank

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

    mau
    Member

    What I just found out is that I as an Admin cannot open a ticket for a customer in the backend. Sometimes they are just too lazy and email me. I can open a ticket for them in the frontend but if so i'm registered as the ticket owner and so I will get all the emails and replies that I type myself...

    Is there a solution for in the new release?

    Posted 8 years ago #
  3. DJ

    DJ
    Project Lead, Trellis Desk

    Hello there,

    Thanks for your feedback. All of your suggestions are making their way into our 2.0 release already. And some of your suggestions are already available in 1.0...

    You can change the ticket priority via the ACP by clicking on the (Edit) link next to the ticket subject in the blue bar on the View Ticket page.

    You can submit a ticket on behalf of a user by viewing the user in the ACP (View Member) and clicking Submit A Ticket.

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

    mau
    Member

    Hi DJ,

    Thanks for your fast reply! Good info, and what I mean with changing/adding the priority is making the list longer or less long and the ability changing their names and perhaps adding some extra sorts like "Change and Service Request" So if a customer logs a Ticket he can choose if it is a change/ service request and if it's a incident (ticket) the can choose from the custom names "super high", "medium" etc :-)

    A new feature could be even linking a response time with the priorities.

    The Desk should get rid of the extra step of choosing for what department to log the ticket for if the user only has one department linked.

    Last but not least (version3), what about adding project planning? if an existing customer (group/ member) wants to have a new website (department) it would be nice to manage that from the same Desk! Showing the status of the project items (sort of tickets) and the overall project progress bar. After the project is finished it can be moved to the standard departments. Maybe you guys find these ideas useful :) Anyway. Thanx for everything in advance!

    Posted 8 years ago #
  5. DJ

    DJ
    Project Lead, Trellis Desk

    Ah, "custom" priorities have already been implemented in 2.0.

    And skipping the department select if only one department is available is in the pipeline as well. I'll consider project planning, but that may be left as a module or something.

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

    mau
    Member

    Ok!, thanks for the good news and for your quick reply.

    Posted 8 years ago #

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