Client needs to see in their web interface the reason for closing a ticket.

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Pepo
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Client needs to see in their web interface the reason for closing a ticket.

Post by Pepo » 16 Dec 2016, 18:04

My clients can not see in their web interface the reason why a ticket was closed. How do I enable the customer interface to see the reason for the closing of the ticket?.

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Re: Client needs to see in their web interface the reason for closing a ticket.

Post by jojo » 16 Dec 2016, 18:13

reply via mail or note external
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Re: Client needs to see in their web interface the reason for closing a ticket.

Post by wheelshot » 16 Dec 2016, 18:47

jojo wrote:reply via mail or note external
That! :)

Also know that they can actually see their closed tickets, so anything that the agents added as external notes or email will be available also on the web UI.

Pepo
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Re: Client needs to see in their web interface the reason for closing a ticket.

Post by Pepo » 16 Dec 2016, 18:52

  • Clients are inside a VPN and there is no e-mail communication between us.
  • How do I enable an external note? When agents close a ticket, only the internal-note value is shown as type of note.

RStraub
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Re: Client needs to see in their web interface the reason for closing a ticket.

Post by RStraub » 19 Dec 2016, 09:30

The note-type field is no dropdown?

Are you using ACLs to forbid them?

Otherwise you could check if they are disabled, in the SysConfig under Ticket → Frontend::Agent::Ticket::ViewNote --> Ticket::Frontend::AgentTicketNote###ArticleTypes
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crythias
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Re: Client needs to see in their web interface the reason for closing a ticket.

Post by crythias » 02 Jan 2017, 16:42

Also Ticket -> Frontend::Agent::Ticket::ViewClose
Ticket::Frontend::AgentTicketClose###ArticleTypes
add [+}
note-external 1
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