Comments & Feedback

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  Reports
  • ercanyuzuk  

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  @Sanjeev We should be able to receive reports on a daily, monthly, yearly basis by type, by agent, by group or team. on the other hand , We should be able to see which customer has opened the most tickets. we even need to be able to separate it into types or teams. These are the things that come to my mind now. we can diversify them.
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  Ticket Merge
  • ercanyuzuk  

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  @Sanjeev yes, you can not that as a feature reguest . The most important deficiency I see right now is the inability to define SLA. If the agent does not respond to ticket within the specified time, system can inform the supervisior or admin .
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  Check the email address with ticket has been created.
  • peopleinside  

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  When agent is created no info on where login is present on the welcome email.
  • peopleinside  

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  @peopleinside Yes, admin can place login link in account creation email templates for agent as well as for customer.
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  [Issue - strong -] Cannot have hidden department. Replies from Agent to Customer missed.
  • peopleinside  

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  Issue was and is related to email with special characters: https://github.com/uvdesk/community-skeleton/issues/325 The issue about disabled department was closed also if still be a small issue: operator cannot create ticket if department is disabled. Closed issue: https://github.com/uvdesk/community-skeleton/issues/323
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  Some ticket can be missed
  • peopleinside  

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  @bansalvaish Also email created from a PHP application not open tickets. This can be a security measure but how if an abuse report come to the abuse email address that is managed by the ticket system? If this is a feature you should maybe let ticket open but warn with a banner that email comes from not a fully authenticated email address so can be a security issue reply or trust the ticket. I use live helper chat on my website and tested that if someone send an offline message and this message is delivered to my support ticket email address the ticket is not opened, UVdesk mark the email as read and if I don't see this email in the email inbox I'm not informed in UVdesk about the support request email because no ticket are created.
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  Agent having login id and password
  • suya  

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  @suya said in Agent having login id and password: Wanted to have a login id and password for each agent respectively Yes, obviously login id and password will be for each agent. once you add a agent they will receive email for the same and set their password respectively.