Inter-agent notes.
It might be that an agent communicates with the client, then transfers the ticket to a new agent and writes some internal notes (which will never be visible to clients, and there will be no notification sent either), so that the next agent will not have to check all threads of the ticket.

To shorten it with notes, make updates in code.

@pl00

You can create a same file with the name of customer. here.

and add customer route on this line.

Hi, UVdesk still improving a lot in the latest months.
I'm marking this question as resolved, if you need again help you can open a new topic 🙂

Marking this as resolved also if is not.
An issue is present on GitHub so the issue can be monitored in GitHub.
Topic has been elaborated and answered.
Thanks.

Hi, this feature is not yet available but now you can follow an existent request on GitHub:
https://github.com/uvdesk/community-skeleton/issues/400

UVdesk is improving so I belive this may be implemented in not too far future.
For now still have no ETA but I feel positive.

@Sanjeev great, thank you!

@JIOB @Sanjeev great idea this has been requested here: https://github.com/uvdesk/community-skeleton/issues/291

@Sanjeev Thank you for all your help.
Have a great Sunday and new week. Take care of yourself 🙂

@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.

@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.

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

@peopleinside

Yes, admin can place login link in account creation email templates for agent as well as for customer.