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  • Problem replying to tickets

    Hello, it would seem that I am having issues replying to ticket since the last update?? Specifically, I can not reply and close the ticket. I can click on the close button and close it fine, it seems. I will try to reply without closing on reply and see if it works.

  • #2
    BOSS,

    Here are some of the SD Features that came with he update last Saturday.
    • Bulk staff assignment option shall be used on ticket listed area so that easily assign tickets to staff member
    • User Device Name shall be used as new criteria on filters of the ticket
    • Auto close ticket filter shall be used so that admin can close tickets easily with defining filters
    • Auto change user as filter shall be used so that admin can change ticket user easily with defining filters.
    • Ticket close alert Option in Alerts Auto close user as filter shall be used so that admin can change ticket user easily with defining filters.
    • Multiple currency support has been implemented so that admin shall defined currency symbol.
    • Ticket Resume/pause option shall be used for disabled Stopwatch Option
    • Take Over(remote control) shall be used for tickets which has device information so that admin or staff can start remote desktop session defined device
    Improvements - SD:
    • Improvement will be available on e-mail service
    • Improvement will be available on Reporting
    • Improvement will be available on advance search so that speed and effectiveness of search task is increased.

    Bugs - SD:
    • Problems on the reports has been fixed,
    • Problems on user related ticket screen has been fixed,
    • Problems on ticket listing has been fixed,
    • Problems on billable time cost for the agent filter has been fixed,
    • Problems on displaying email images has been fixed,
    • Problems on close and reply feature has been fixed.

    We hadn't encountered any reports yet concerning replying or closing ticket. I'll create a ticket and report this to our developers right away.
    Last edited by Jimmy; 05-31-2017, 07:32 PM.

    Comment


    • #3
      Originally posted by Jimmy View Post
      Hi Boss,

      Here are some of the SD Features that came with he update last Saturday.
      • Bulk staff assignment option shall be used on ticket listed area so that easily assign tickets to staff member
      • User Device Name shall be used as new criteria on filters of the ticket
      • Auto close ticket filter shall be used so that admin can close tickets easily with defining filters
      • Auto change user as filter shall be used so that admin can change ticket user easily with defining filters.
      • Ticket close alert Option in Alerts Auto close user as filter shall be used so that admin can change ticket user easily with defining filters.
      • Multiple currency support has been implemented so that admin shall defined currency symbol.
      • Ticket Resume/pause option shall be used for disabled Stopwatch Option
      • Take Over(remote control) shall be used for tickets which has device information so that admin or staff can start remote desktop session defined device
      Improvements - SD:
      • Improvement will be available on e-mail service
      • Improvement will be available on Reporting
      • Improvement will be available on advance search so that speed and effectiveness of search task is increased.

      Bugs - SD:
      • Problems on the reports has been fixed,
      • Problems on user related ticket screen has been fixed,
      • Problems on ticket listing has been fixed,
      • Problems on billable time cost for the agent filter has been fixed,
      • Problems on displaying email images has been fixed,
      • Problems on close and reply feature has been fixed.

      We hadn't encountered any reports yet concerning replying or closing ticket. I'll create a ticket and report this to our developers right away.
      When I was not trying to close the ticket, at the same time, it posted the reply fine. Then I could go and manually close the ticket.

      Comment


      • #4
        BOSS

        We'll have our developers replicate this and check if this is an unexpected behavior. We will contact you via email for an update and provide a solution.
        Last edited by Jimmy; 05-31-2017, 07:32 PM.

        Comment


        • #5
          Originally posted by BOSS View Post

          When I was not trying to close the ticket, at the same time, it posted the reply fine. Then I could go and manually close the ticket.
          Did you have a fix on this issue? I faced the same problem with me.

          Comment


          • #6
            Hello Tracy85,

            Good day. We have checked on our environment and it is working as expected. May we request additional details on the issue that you have encountered or a screenshot showing the issue.

            Thank you

            Comment


            • #7
              Originally posted by BOSS View Post

              When I was not trying to close the ticket, at the same time, it posted the reply fine. Then I could go and manually close the ticket.
              kindly provide solution to this problem, please

              Comment


              • #8
                Hi tommyshelby,

                Please check your private message and provide the requested details to create support ticket and investigate the issue.
                Thanks in advance.

                Kind Regards,
                PremJK

                Comment


                • #9
                  Originally posted by PremJkumar View Post
                  Hi tommyshelby,

                  Please check your private message and provide the requested details to create support ticket and investigate the issue.
                  Thanks in advance.

                  Kind Regards,
                  PremJK
                  okay, i am sending it

                  Comment


                  • #10
                    Originally posted by Tracy85 View Post

                    Did you have a fix on this issue? I faced the same problem with me.
                    No, I still have the issue.

                    Comment


                    • #11
                      Hello @BOSS,

                      We have created a support ticket in regards to your report and will reach you via your forum registered email for further correspondence.

                      Comment

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