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Probesys / bileto

The ergonomic ticketing tool for managing your Help Desk.
https://bileto.fr
GNU Affero General Public License v3.0
44 stars 2 forks source link

Edit messages #142

Open marien-probesys opened 1 year ago

marien-probesys commented 1 year ago

Letting users edit their message looks like a good idea (because one can forget an important information, or want to fix a typo). Also, it could lead to alter the meaning and the context of the ticket (see https://github.com/Probesys/bileto/issues/141). It should allow to change the visibility of the message as well.

One solution would be to clearly identify messages that have been edited, and to keep the history of the changes (eventually with a diff system).

marien-probesys commented 5 months ago

We want to challenge the need of editing the messages.

The first difficulty is that we need to show the changes somehow. It can be done via a popup showing the different versions of a message, allowing to see the differences between them. That's doable.

But more importantly, we don't want to send notifications for every change (e.g. a user can ask "why did I receive this email twice" if they didn't notice the change in the message). So what's the point of editing a message in the first place? Either the change is important and the tech needs to send a new message, or the change is insignificant and there is no real need to do so. At least the cost of developing a whole system to show the different versions is too high for this case.