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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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Is it possible to pay per support request? I wan't to build a community where users can ask for support, but have to charge for every request. Or can buy a bundle of support requests and every time they request support, this is tracked by the system.

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It would be great if we were somehow able to "link" accounts so they can see each others support tickets, purchases etc.

For example we have a company as a client that has 3 people that communicate with us - it is important that all 3 have access to the same information. I realize this is probably not going to make it into 1.0 but perhaps a later revision?

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[quote name='Dannyarr' date='16 June 2010 - 12:19 PM']
It would be great if we were somehow able to "link" accounts so they can see each others support tickets, purchases etc.

For example we have a company as a client that has 3 people that communicate with us - it is important that all 3 have access to the same information. I realize this is probably not going to make it into 1.0 but perhaps a later revision?


It's a good thing there is then ;)
Will be blogging about Alternate Contacts some time next week.

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This looks just perfect for my project. :thumbsup:
I hope you don't have to many blog entrys left, because i assume as long as you have some there won't be any beta release... >_<

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Great! Is there any way for IP.Nexus to handle SMS transactions? In order to do that I would need to be able to give it a list (pasting plain text with just one code per line is the best way to do it) of accepted codes and associate them to a centrain package.


I could use it too actually.

Is it possible to pay per support request? I wan't to build a community where users can ask for support, but have to charge for every request. Or can buy a bundle of support requests and every time they request support, this is tracked by the system.

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[quote name='Yuksel' date='16 June 2010 - 04:24 AM']
Is it possible to pay per support request? I wan't to build a community where users can ask for support, but have to charge for every request. Or can buy a bundle of support requests and every time they request support, this is tracked by the system.

I wouldn't have a need for this myself, but as an idea, it should be optional to let the member submit a ticket for free to be reviewed first before applying a charge. That way if it's something that the staff cannot resolve, then that's the end of it. Otherwise, a cost can be associated with the ticket for the member to either pay or abandon the request.

Either way, post it in the Nexus feedback forum, so it's more likely to get seen and considered by IPS staff. I'll definitely pipe my endorsement in (not that it helps but still).

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[quote name='Wolfie' date='16 June 2010 - 04:06 PM']I'll definitely pipe my endorsement in (not that it helps but still).


What Wolfie means by this is that he thinks he has some influence over the IPS staff and that he's slightly better than the rest of us ;);)

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[quote name='Tanax' date='16 June 2010 - 10:57 AM']
What Wolfie means by this is that he thinks he has some influence over the IPS staff and that he's slightly better than the rest of us ;);)

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