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Possible helpdesk suggestion

 
  • Started 8 years ago by Brendt_W
  • 6 posts in this topic
  • Latest reply from DJ
  1. Brendt_W

    Brendt_W
    Member

    Would it be possible to incorporate(unless it is already in the helpdesk) for some place to 'log' helpdesk calls?
    sometimes clients phone in and come through to an consultant, it would be nice for the consultant to be able to 'log' the call, without having to create a 'fake' ticket. something, for example, client calls in and speaks to consultant, consultant(who would be logged on already) would request the users email address or username (maybe for verification) once verified proceeds to 'log' the call by typing it out. once this happens, the consultant saves/posts the call with date/time etc against that clients name. once saved an email gets sent out as usual that that the call was logged and will be taken care of...

    any feedback on this would be helpful, or even if anybody is doing something similar, or if there is a better way to handle this?

    thanks guys, once again fantastic software!

    Posted 8 years ago #
  2. DJ

    DJ
    Project Lead, Trellis Desk

    Hmm... I'll take it into consideration. Do don't quite understand why creating a ticket on behalf of the user wouldn't work.

    I'll let the discussion on this mature before making any decision...

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

    quest10101
    Member

    Seems like an internal ticket system is what he is asking for... I think if TD just gave the ability to create a ticket referencing the user the call was from in the ACP, then that would give what he is asking for and also what is needed.

    Posted 8 years ago #
  4. DJ

    DJ
    Project Lead, Trellis Desk

    Ah okay, noted.

    Posted 8 years ago #
  5. 21846657

    21846657
    Member

    Stupid question but will this be possible in V2?

    Posted 8 years ago #
  6. DJ

    DJ
    Project Lead, Trellis Desk

    Possibly. Can't say for sure but we are still building the TD2 feature set.

    Posted 8 years ago #

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