Comments integration and predefined subjects in RSTickets!Pro revision 8Posted by. Mihaela This article was posted in RSTickets!Pro , RSComments! Tagged with Facebook , JComments , JomComment
RSTickets!Pro revision 8 comes with loads of new features and improvements: knowledgebase integration with Facebook and RSComments, predefined ticket subjects and much more.
1. Knowledgebase comments integration: Facebook, RSComments!, JComments, JomComment
Starting with revision 8, you can allow customers to comment the RSTickets!Pro knowledgebase articles by enabling from the “Configuration” tab one of the following integration: Facebook, RSComments! JComments and JomComment.
2. Predefined subjects per department
Each department can have its own set of predefined subjects, option that allows users to select from a dropdown the ticket subject, instead of actually typing it.
3. "Time Spent" on a ticket
Once this option is enabled from the “Configuration” tab >> Tickets, the staff members will be able to input the time spent on a ticket in minutes, hours or days, based on the configured time frame.
4. Maximum files to be uploaded per department
Each RSTickets!Pro department can be configured to allow file attachments. The standard settings, available via the “Departments” tab >> Uploads, now include the option to impose a maximum limit of uploaded files as well.
5. Staff members can now get tickets assigned based on priority
Starting with RSTickets!Pro revision 8, you can enable a certain ticket priority for each configured staff member.
This option is available only for the auto-assignment ticket type and can be enabled from the "Staff members" tab.
6. CC and BCC for departments
The notification emails have been improved with two new options, CC and BCC fields.
These new features are fabulous! A couple of other features that would be useful (and apologies if RSTicketsPro already offer these features) for our purposes are:
A 'Related Tickets' function so people can view other similar issues prior to posting their own Ticket on an issue. A 'Category' of 'Ticket' for each Department that can be separately assigned to individual staff.