Customers often complain that they cannot see the whole ticket history when they look at a support ticket in their portal. It seems that currently only one conversation thread is shown to the customer at a time. When we handle tickets, we respond from the email tab. This generates a new conversation thread. As long as all subsequent conversation on the ticket continues on that thread, everything is fine. But sometimes the customer chooses to reply to one of the automated emails that comes from the ticket instead of that thread - e.g., perhaps with a question about the change of status, or anything else related to the automated email. And sometimes our support staff would like to create a new thread in order to discuss or address a distinct but related issue. Unfortunately, depending on how our support team and customers choose to communicate, it either generates a new ticket or a new conversation thread, which then supplants all previous ticket history in the customer's view. This is really bad. The customer needs their own portal where they can see the entire history of their communications with us across all conversation threads on a given ticket. They also need to see basic ticket details like creation date, ticket id, title, created by, etc. It would be very helpful if we could also have more control over what they see - e.g. with the ability to hide or show ticket properties visible on their view of the ticket.
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