Can a Customer change Services?

Good evening. Very new to the forum, and have been exploring Znuny since August for a startup that needs a feature-rich ticketing system. Of everything I looked at, I was thoroughly impressed with Znuny.

Here's what I've set up. Obviously we want customers to access the web portal whenever possible to open tickets. But, if they happen to email us with a new ticket, I have a workflow built that:

• Opens a ticket with low priority and puts it in a queue to be classified later by an agent

• Send an email to the customer notifying them that their ticket has been opened, but to ensure proper prioritization, they really should log into the portal and set the impacted product, priority, etc.

So far, in testing this works very well. Except for one problem I haven't quite figured out yet....
When the customer zooms in on the details of that ticket, I can allow them to edit priority, but I can't find where I can allow them to select/modify the affected product.

Later, I plan to add some intelligence into the mix, so that if certain keywords are in the email, we may try to pre-classify it, but for this simpler workflow, I need to see if there's a way to allow a customer to adjust the affected product of an existing ticket.

And actually, as I was typing this, I just went to look at the Agent's ability to do that, and I don't see that either. Is there no way for an Agent to modify the product as well?

So, I guess now I'm looking for some guidance on two things, for this workflow.

Thanks in advance.

Kris

Statistics: Posted by kristiandg — 22 Oct 2024, 03:24 — Replies 0 — Views 96

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