Hello,
First, thanks a lot for this program. I recently installed and play around for days. I hope it can be the Helpdesk for my company to use.
One issue I encountered is that category filtering won't work if it is associated with reply. I will explain more in details as below.
I create and set a custom field as "visible / editable in both tickets and replies" & "as a category (filterable)".
Then I created one ticket utilized the custom field as above, alone with reply.
With "Category filtering: ", it can filter the topics, but, not with the reply. It returns nothing.
It seems to only filters the Topic.
What I do with Simpledesk is this. I created a custom field called "Ticket progress status" and only staff can edit it. It is much more reasonable for staff to use it in reply. But, if the staff apply this custom field to topic, then required him to edit the user's topic, it's kinda strange to me.
Any recommendation?
Thanks again.
Best Regards
First, thanks a lot for this program. I recently installed and play around for days. I hope it can be the Helpdesk for my company to use.
One issue I encountered is that category filtering won't work if it is associated with reply. I will explain more in details as below.
I create and set a custom field as "visible / editable in both tickets and replies" & "as a category (filterable)".
Then I created one ticket utilized the custom field as above, alone with reply.
With "Category filtering: ", it can filter the topics, but, not with the reply. It returns nothing.
It seems to only filters the Topic.
What I do with Simpledesk is this. I created a custom field called "Ticket progress status" and only staff can edit it. It is much more reasonable for staff to use it in reply. But, if the staff apply this custom field to topic, then required him to edit the user's topic, it's kinda strange to me.
Any recommendation?
Thanks again.
Best Regards