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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Resolution note + Categorys

Hey 

Is there any way of making the resolution comment visible to the customer when resolving?

Also, can you add a category field so tickets can be categorised, for example, Windows 10, Windows 7 etc?

Thanks 

Comments

  • End user can see all replies from the agent.

    Add a custom form with a choise field and add your categories there, configure if you want it to be only internal or if you want end user to be able to choose it and then just add that form to your helptopic.
  • Hello

    But when i click the change status at the top it says about an internal note.

    Changing the status as the bottom requires a Canned response option? Can i create a new one that says:

    "This ticket is now closed, the resolution was: *Resolution here*"


  • Q: Is there any way of making the resolution comment visible to the customer when resolving?
    A: There is no such thing as a "resolution comment" in osTicket.  There are replies and there are internal notes.  If you want the customer to see some text then you would log it as a reply.  Then you would select Closed in the status drop down box.

    Q: Also, can you add a category field so tickets can be categorised, for example, Windows 10, Windows 7 etc?
    A: You do this by creating Help Topics.  The User or Agent selects the Help Topic when they create the ticket.

    Q: Changing the status as the bottom requires a Canned response option?
    A: This question does not make any sense.  You are not required to use canned responses to close a ticket.
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