- General
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Ideas
+44
Multiple conversations in a ticket
Let's say someone creates a ticket in our system. We may need to be contact 3th parties for the ticket. We perhaps would contact someone else (his boss, a supplier) through mail. In GLPI you have to do that through other means, and log the result in GLPI once done.
The problem with this is that it's much harder to have teams working on a ticket, as some info is handled outside the ticket.
GLPI could allow the agent to pick a user to send a mail to. (This mail could be marked as private even by adding something to the mail, that way a reply would be private too).
This is something that is handled for example in OTRS in a very good way.
Customer support service by UserEcho
I agree this is a must in all ticketing systems that I've been analyzing for our internal solution.
If you have once worked with OTRS/Znuny (open source) this feature is really missing in daily use, and for reducing/eliminating the use of an external mail client/Outlook. You should be able to comunicate with a 3rd party, without adding this party to the conversation with the requestor and vice-versa.
Take this simple task: the requestor asks for a device/software, and I need to contact the supplier for an offer.
OTRS resolves this in a very simple, very transparent way:
You always see to whom you forward a ticket (and which attachments are added), and responses from 3rd parties arrive as a private follow-up and thus do not generate notifications to the requestor.
Also other competitors (Jira,...) miss this feature so it would be a selling point for GLPI.