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

Brilliant system, but I have a few suggestions...

I've used many helpdesk systems over the years, one of the best was GLASS, but that was $$$$. Osticket is just brilliant and pretty much covers everything off. There are a few tweaks that would help though...

cc's as many have suggested would be great. There are many occasions when I have to copy a ticket and paste into an email (badly) to send a cc.

printer/copy friendly view. Probably one of the easiest to do, but there are times when I need to print the ticket and/or copy/paste it into something. Right now I have to copy/paste each entry and printing always goes tits up. Just a button which returns a text/plan file to the browser with the ticket header, and contents.

SMS, was a great feature of glass, missing in osticket. Your already taking the persons's phone number, just need to give the option to send alerts via text message, and integrate with http based sms gateways (like clickatell etc).

osFAQ is great, just need to bring the two projects together imo, with the option to link tickets to FAQ's/return a FAQ link directly from a reply.

As many have suggested, link/merge feature would be great. Customers just keep raising duplicate tickets, and I've got to close/delete one, would be better to just merge it in.

Money & time; I'm sure most people run a FOC helpdesk, but some of ours is chargeable. When the ticket it closed, and if someone remembers, you need to tot up the time spent, and open a separate system to raise the billing. There is no where in osticket to flag a ticket as billable, or to record time/materials. Suggest an option to have 'chargeable' as a flag on the ticket, and with each reply, have an option to add a time/charge. e.g. If I spent 30 minutes on the phone to a customer, that's 30 mins I want to add to that reply.


Exports and Statistics; I can export the db, and produce reports by customer manually, and it works fine, but its not that simple for everyone to do. Would be great to be able to export tickets by customer, by time taken (above) so as to automate reporting to customers and ultimately billing.

One more; A customer field and customer reference would help no end in several above. Currently use the name field but its not perfect.

The above are suggestions only and in NO WAY criticism. If they make it into future releases then I'd be very happy, but no pressure :).

Thanks again for an awesome helpdesk system!

Comments

  • gen;40199 said:
    There is no where in osticket to flag a ticket as billable, or to record time/materials. Suggest an option to have 'chargeable' as a flag on the ticket, and with each reply, have an option to add a time/charge. e.g. If I spent 30 minutes on the phone to a customer, that's 30 mins I want to add to that reply.
    I do agree with a couple of suggestions you have, but this one is...very bespoke I would say dont you think ?

    Additionally have you seen this http://osticket.com/forums/showthread.php?t=14501 ?
  • TheDoc;40303 said:
    I do agree with a couple of suggestions you have, but this one is...very bespoke I would say dont you think ?

    Additionally have you seen this http://osticket.com/forums/showthread.php?t=14501 ?
    I actually don't. In *all* of the other hd systems I've used there has been some form of time management, either by tracking the time an agent spends in/on a ticket and allocating that, or by allowing manual entry of time/materials with each update. Even if you don't charge the end user, one important metric (in my opinion) is how long did you spend working on customer A's tickets, or how long did agent B spend on tickets today.

    At the moment, we enter TIME: xx where xx is minutes into a reply, and I've written a back-end reporting tool to go look for those and total them up. Works, but not pretty. Would be nice if it was integrated. I've seen the thread above, but, as was suggested in that thread, its not the best option because if your going to do time/motion capturing then it needs to be comprehensive, not just between tickets.

    Which brings me on to another question.... Is anyone actively developing osticket anymore? (Ref: github) If 1.7 is going to be current for an extended period, then I can make the changes myself to the db and code but would be nice to know because of the obvious issues at upgrade time.
  • gen;40323 said:
    Which brings me on to another question.... Is anyone actively developing osticket anymore? (Ref: github) If 1.7 is going to be current for an extended period, then I can make the changes myself to the db and code but would be nice to know because of the obvious issues at upgrade time.
    Yes.

    You can see how active its been being updated by looking at the github project.

    https://github.com/osTicket/osTicket-1.7/graphs
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