UVDesk version 1.0.17

Thanks for the quick response. The patch has fixed the problem.

I rolled two requests/comments into one post - sorry. To restate them both, but separated.

1. I appreciate the difference between a reply, a forward and a note. However, all three, IMO, constitute an update to the ticket and should change the updated_at column of the ticket and therefore impact on the sort order (currently called Last Replied).

2. I'd like the selected ticket Sort By: to be either sticky or use a global default.
   In this context

• Sticky means using the last Sort By selection each time I return to the Ticket Screen.
• A Global Default allows me to select, say, By Ticket Id Descending and this sort order is used each time I return to the Ticket Screen.

@Sanjeev

I'd like the link to Customers included on this menu bar.

@Sanjeev

Ver 1.0.17
If I elect to edit a ticket, all the previous formatting (new line) is stripped from the text in the edit window (and lost if saved). I can add them back in and they are retained on save.

The default sort order for tickets is Last Replied. It would be handy for us if we could either set a global or agent default sort order or use the last sort order selected (but the the agent). If the later, we'd be happy if it was reset to the current default each session.

Also, most of our responses are Notes, rather than Replies. Last Replied is not impacted by new or updated notes or new forwards. We believe Last Replied should be updated regardless of the response type.

Having used UVDesk for several weeks, it's clear that our Agents frequently swap between the Customer And Ticket screen. It would be a great time saver if the Customer Screen could be accessed from the Left Menu Bar (rather than having to launch the Dashboard and scroll down to the Customer Button.

Thanks for the response from which I gather that I can use the columns source and designation without impacting the operation of UVDesk.

Incidentally, what's your expectation of content of the designation column?

There are two columns in the uv_user_instance table source and designation for which I request some advice please.
All the entries in source are populated with website. I've changed a couple, but it doesn't seem to have any material effect.
designation can be populated when adding an agent (member), but not a customer. Apart from the agent (member) screen, I can't see where it's displayed.

The reason for my questions is that I'm looking at storing some additional static information against customers, specifically a member id and a team association. Ideally, I'd like to have the designation displayed under the customer name/contact when viewing a ticket and use the source to auto assign tickets to the correct team.

Any advice/guidance you can offer would be appreciated.

I'm helping a not-for-profit organisation and I'd hoping to move them away from the current, highly manual, call tracking system. I can see uvdesk being a pretty good fit and am attempting to address my view of the road blocks they'll throw up before I even show it to them.

TIA