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Pre-sales

#20143 Akeeba Ticket System

Posted in ‘Pre-sales and Account Questions’
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Latest post by nicholas on Monday, 26 May 2014 13:04 CDT

Monday, 26 May 2014 11:34 CDT

ThBergmann
Hello, I would like to use the Akeeba Ticket System as a messaging system for communication between people working in a customer service center and other people working in a company, let us say a car dealer. Customers calling someone are routed into the customer service center, when the desired person is not available at this time. The customer service center informs this person via the ATS about the customers call and he can be called back later.

To bring this to life the following features would be very appreciated:

Integration with Community Builder ?
Can the customer service center directly select a certain staff member to send him a ticket?
If there is no integration with Community Builder: Can a certain staff member be selected by a link manually provided in CB ?
Is the staff member who is intended to get the ticket always informed per e-Mail about the ticket ?

For this questions I am not sure if there is the answer possibly in the documentation - I didnt find it out.

Regards
Tom

Monday, 26 May 2014 13:04 CDT

nicholas
Hello Tom,

There is no CB integration and none is planned.

There is no way for the client to assign a ticket to a specific support person. Only members of the support staff can assign tickets to other members of the support staff (in which case the assignee is sent an email informing them for that action).

If you'd give the customer service centre support staff privileges they would be able to create tickets on behalf of a user and assign the ticket to a specific member of the support staff. The biggest problem I see is that each client would require a user account on the site with two corollaries:
  • The client didn't have to go through the service centre. Instead they could just file a ticket in the ticket system.
  • But if they filed a ticket in the ticket system they wouldn't be able to select which member of the support staff would answer them.


I think that using ATS for your project is a stretch and it won't work the way you want it. ATS is written around the concept of having many people working as support staff, taking tickets based on their skills and time. You want some kind of personalised support with a front desk dispatching the tickets. That's not something you can do with ATS, sorry,

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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