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Feature Enhancement Request: Ticket Macros and Systemwide Macros

Feature Enhancement Request: Ticket Macros and Systemwide Macros
Create the ability to build custom ticket macros. Can be used for timed actions, status changes, auto-replies based on custom queries, reminders for staff, reminders for clients, auto-closing of tickets, sending and receiving of emails and custom replies based on custom queries.

This enhancement has been seen in other help desks. The general idea is to build custom sets of actions (mini macro-programs), and have the ability to have both a manual ticket style macro (actionable button on ticket screens), and also have system wide macros that are hidden in the background when macros are applied systemwide.

I have seen these to be extremely powerful in other help desks.


  • I'm not going to disagree with you, I think that this idea has a lot of merit.

    However, I also feel in the scheme of things that there are other features that need to be upgraded, added, etc... well before we add something like that.  An short example list of a few of them are: full translations; enhanced status (with configurable actions); better plugin support / a manual for plugin developers; themeability/skinnability (with a config panel for adding, selecting); time management/accounting features (I'd prefer this be a plugin); and Reporting!.  And that's just off the top of my head. :)
  • I agree with everything you are saying, I just thought I would throw it out there to see what the general consensus is on a feature like this, as it could have unlimited potential and flexibility for nearly half of the customizations that people are asking for in the forums.

    I think most features can be converted into a plugin only if the plugin architecture is well supported throughout the system, and can eventually become a marketplace similar to how Woocommerce operates. Most things can be handled in a plugin fashion, like the time management, accounting, reporting, analytics, enhanced status, and even my recommendation Macros.

    The translation architecture seems like it falls in the same category with a revamped CSS framework, you can kind of kill two birds with one stone for that, since button names and things will also need to be handled by the CSS framework anyways. I think alongside a plugin architecture, you can have also have a CSS architecture built around a marketplace as well, so that people can develop and sell custom themes for this helpdesk platform.  Going back to what I originally stated, a good example of this is WooThemes/WooCommerce, they make themes for Wordpress, and they also have created an opensource shopping cart plugin for wordpress. Their shopping cart plugin Woocommerce has its own marketplace for extensions that extend the use of woocommerce.
  • "I think most features can be converted into a plugin" 
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