Jump to content
We are closed on Monday (July 4th) ×
Search In
  • More options...
Find results that contain...
Find results in...
Mark

By Mark

 Share

IP.Nexus Dev Update - Support Requests

In our previous blog entry, we discussed the management of the support desk.
In this blog entry, we'll be showing the front-end to creating support requests from the client area.


Members can view all of their support requests in the client area:


Members can submit a support request by clicking the "New Request" button.
The member can select a department, and if the selected department requires an associated package, they will be prompted to select one.
IP.Nexus automatically works out which departments are available to a member based on their active packages and your department settings.

Members can of course upload attachments to support requests.

This is what a support request looks like:

Members can reply to a support request right from the page, or, if enabled, set the status from the dropdown menu.

 Share

Comments

Recommended Comments



Mat [terrafinity]

I'm watching carefully, but for the moment for support I'm probably going to be sticking with Kayako - I'd encourage you to look into a couple of their features such as Live Chat and a desktop application for support desk technicians for future versions.

Granted, the $500 USD I paid for it possibly has something to do with that.

The store stuff looks awesome though.

Link to comment
Share on other sites
Tanax

[quote name='Charles' date='16 June 2010 - 07:49 PM']
We already have last reply but yes we can add ticket ID.


Not that I mind, the way you have it is great - but last reply and last updated are 2 different things. An update could be for instance changing the status, that would not be counted on last reply, but on last updated. Just thought I'd point that out, otherwise I wouldn't have said last updated.

Link to comment
Share on other sites
Mark

[quote name='Mat (FDNZ)' date='16 June 2010 - 10:31 PM']
I'm watching carefully, but for the moment for support I'm probably going to be sticking with Kayako - I'd encourage you to look into a couple of their features such as Live Chat and a desktop application for support desk technicians for future versions.

Granted, the $500 USD I paid for it possibly has something to do with that.

The store stuff looks awesome though.


Live Chat is something we're looking into for a future version, but, as you know, it's an expensive endeavour - and we want to try and keep IP.Nexus relatively inline with our current products.

Link to comment
Share on other sites
Mark

[quote name='FadE.' date='17 June 2010 - 12:34 AM']
Will you be add priority aswell?


There is currently no priority support. I have some nifty ideas of how priorities can actually be used useful rather than just an arbitrary tag, which is high on my to-do list for 1.1.
For example, here at IPS, if you have a business license, you automatically get a special priority, we also have an option to disallow the ability to set priority and a (very annoying, but effective) system for notifying us of open priority tickets - these are all things I feel are needed for a good priority system, and it's not something I just want to tack on.

Link to comment
Share on other sites


Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Guest
Add a comment...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

Loading...
×

Invision Community © 2022 IPS, Inc.
×
×
  • Create New...