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Akeeba Ticket System

#38946 Feature Request - Add "Latest Manager Note" to Support Staff pages

Posted in ‘Akeeba Ticket System for Joomla! 4 & 5’
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Akeeba Ticket System version
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Latest post by [email protected] on Thursday, 04 May 2023 09:16 CDT

Wednesday, 03 May 2023 11:07 CDT

[email protected]

Hello,

I was hoping you might consider another feature for inclusion into future releases of Akeeba Tickets. For our support staff the Manager Notes are extremely helpful. Some of our dedicated tier 1 folks use the front end exclusively. While other  tier 2/3 rely on email notifications for prompting to review cases.

Therefore, having the field "Latest note" added to the various Support Staff view pages would be extremely valuable. Latest Open Tickets, Assigned Tickets

Since we potentially could use Category views for all users, the "Latest note" field should only be visible to Support Staff. 

I have attached a mock up to illustrate how I would envision this being used.

Thanks as always for your support and consideration!

 

Eric Johnson

Thursday, 04 May 2023 08:49 CDT

tampe125

Hello,

doing something like that, even if it's technically possible, would kill your server. For each ticket we would have to load all the manager notes, sort them and pick the latest one. It would work for a very small site, but as soon as there's more traffic, it will slow down the load of the page.

I think you can work around that by using custom statuses, so your support team would know if they have to look into it because there is something inside the manager notes.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Thursday, 04 May 2023 09:16 CDT

[email protected]

Davide,

I appreciate your consideration.

EJ

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