If we receive a ticket from a customer but we cant handle the ticket ourselves. Can we escalate it to an external party and reply to the user when the external party has replied to us?
Is something like this possible with uvdesk?
Yes you can add collaborator with your ticket(when viewing a ticket), and collaborator will be able to check that ticket and can also reply on the same ticket.
@Sanjeev interesting
If we add a colaborator will their reply to the message get sent to the originator or is it possible for us to have a hidden conversation with the colaborator within the ticket so thqt we can rephrase the reply to the customer?
For example matbe we need to discuss with the colaborator and send the conclusion only to the customer?
Kind regards
Jens
No every reply will show to collaborator and customer also collaborator can also reply on that thread which will be added into same thread.
Also hidden conversation with the collaborator not possible.
Ok I understand. Thanks for clearing up my confusion @Sanjeev
So to add a colaborator can I add any email address as colaborator and they can reply via email or do i need to make an account for the colaborator so that they can log in?
If i am running uvdesk lets say support@company1.com and my colaborator is running their own instance of uvdesk lets say support@company2.com. Can i then add support@company2.com as colaborator and everything will just work?
Kind regards
Jens
Yes, of course.
@Sanjeev Thanks for baring with me.
I just tried to set this up. I added an e-mail address as colaborator to an issue.
What happened was that the colaborator did get a message to create an account in uvdesk. They did not get the actual message and could not reply via email
Could this be a setting I need to switch?
Kind regards
Jens
Please confirm your UVdesk Version.
I am running community skeleton v1.0.13
Kind regards
Jens
@Sanjeev this is the latest, right?
https://www.uvdesk.com/en/opensource/ download latest project zip from here.
