Ticket Distinction and status display

dhjdog

Is it possible to show some kind of difference between a ticket we created internally for a customer versus a ticket they submitted via the client portal?

Also regarding tickets, there are ticket statuses we use internally to track ticket movement that doesn't necessarily need to be shown to the customer. Is it possible to add a check box in the administrative side with "Show on Client Portal" and then some logic that if Check == 0 then display "In Progress" on customer portal. If check == 1 then display status selected?

wrongecho

Is it possible to show some kind of difference between a ticket we created internally for a customer versus a ticket they submitted via the client portal?

We only recently have the ability to do this when we overhauled how contacts are recorded in the users table. Prior to this it would just say which agent opened the ticket or be blank if it was client-initiated. We also have a ticket source field that we need to start using.

https://tasks.dev.itflow.org/task_details.php?task_id=123

https://tasks.dev.itflow.org/task_details.php?task_id=122

there are ticket statuses we use internally to track ticket movement that doesn't necessarily need to be shown to the customer. Is it possible to add a check box in the administrative side with "Show on Client Portal"

Let's monitor the feedback on this and see if others are interested in this. I know some other ticket systems do it, but I've personally never seen the appeal.

dhjdog

wrongecho that works for me, I just came across a use case where we had a status of "Blocked" because the person working it didn't know how to do it, then the customer called us how they can remove the block since they thought we weren't allowing the ticket.

Go figure! But as we know, never trust the destructive power of the end user!

Thanks again for all your help!

dhjdog

Another time is when my guys mark a ticket "pending invoice" which tells our billing that the work is done and ready to bill based on the times on the ticket. Would prefer the customer not see that part and just skip to ticket completed.