search

uvdesk / community-skeleton

UVdesk Opensource Community Helpdesk Project built for all to make a Full Ticketing Support System along with many more other features.
https://www.uvdesk.com
MIT License
8.23k stars 456 forks source link

Option to lock a ticket. Lock replies to a ticket. #354

Open PeopleInside opened 3 years ago

PeopleInside commented 3 years ago

I asked if is possible to lock a ticket from customer replies but no answer for now https://forums.uvdesk.com/topic/1903/lock-a-ticket-from-response

Asked also on Skype but still a mystery

Himaniwebkul commented 3 years ago

@PeopleInside

I don't understand what is difference between closed and resolved status. Just a different label but the same thing?

We can differentiate both statuses in the following manner: Resolved: When agents are reasonably sure that they have provided the customer with a solution to their problem, they can change the status of the ticket to Resolved. Closed: When customers confirm that their problem has been resolved then you can mark the ticket as closed. Indeed, the resolved ticket can be turned into the closed.

Sometimes can be useful to be able to have a status ticket that locks the ticket from a new answer sent by the web interface or by email. Is this already possible?

Currently, with the default community helpdesk, there is no luck to get this feature but can be done by customizing the code script.

Thank You!!

vaishaliwebkul commented 3 years ago

@PeopleInside any update on the same as mentioned by @Himaniwebkul ?? or this issue should be closed?

PeopleInside commented 3 years ago

@vaishaliwebkul can this issue still be opened requesting as feature to allow locking of a ticket?

Will be nice to have a status closed and locked where customer cannot reply to the ticket. If not means user will be still able to open and re open a ticket again or simply need to be ignorated. Operator need to cancel, delete a ticket because the ticket cannot be locked.

PeopleInside commented 2 years ago

I see now there is close discussion in a ticket clicking near the operator message. Maybe this issue can be closed if there is an option to lock the ticket from be updated by the customer. Closing for now.

PeopleInside commented 1 year ago

Cannot find anymore how to lock a ticket. Reopening

PeopleInside commented 1 year ago

When you are on a ticket and made a reply to the customer, after sending it and see the reply in the ticket UI you can move the mouse pointer near the operator name and avatar on the reply where there is a three fullstop menu as showed below:

0

When pressed a menu allow to use a lock thread button. After pressed this you will see a locked message:

1

So I was thinking this locks the possibility to have ticket replied again and reopen even from the customer but is not customer will see nothing and will still be able to post a reply and reopen the ticket.

Why? Why this lock function exist but do not nothing? It works only for a different operator and not for the customer?

Still be useful add an option to lock the thread for the customer.

I never attached the last screenshot where on customer side the user will be still able to reply but I test it, if you test you will get the same results.

I hope you can add the feature to lock a ticket for the customer, can be very useful to avoid the same ticket be re-opened and re-opened again. Sometimes for some ticket need lock a ticket.

PeopleInside commented 1 year ago

Also the relative guide in UVdesk, on my opinion, never explain well what lock thread means. https://support.uvdesk.com/en/blog/editing-deleting-and-locking-the-threads

There is also a BUG on this article because if I try to vote as not useful an error message say that article never exist.

immagine

Again I hope you can allow lock thread for lock replies from customer. Actually the lock thread doest do this, is not clear what this option do also from the guide linked.