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Mark

By Mark

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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.

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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.

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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.

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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.

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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.

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