Could we have tickets default to “Hide” when they’re created by an Administrator or at least an automation rule to allow this? A LOT of tickets we don’t want customer’s to see and forgetting to tick the “hide” box happens far too frequently. A warning message when a hidden ticket note or reply is sent to a non Administrator would be good too.
Hello,
Unfortunately, you don’t always need to create a hidden ticket. Our sales, pre-sales frequently create tickets instead of clients, and most of them must be visible to the clients.
Regarding the automation - I would suggest creating a form for admins where they can create a ticket an internal ticket and the form will use our API, where you can hard-code and set the hidden turned on by default.
Lastly, regarding a warning, it’s a bit unclear. The system doesn’t send notifications to customers if the ticket a hidden.
Thank you
Hi @Nik . We often create low priority tickets for things like “average signal - do when in that area”. If a customer then logs into the portal, they’ll see the ticket subject if we forget to tick “hidden”. Then they’re ring us convinced their broadband service is faulty. I know this is our user error but as a default, we’d prefer the option of toggling “hidden” as the default on Splynx config.
Hello,
as I mentioned before, it’s possible to create a custom form where your admins can create only hidden tickets.
If you want a native solution, please create a feature request via the link - https://features.splynx.com. At this page, the feature is visible for all our users, and they will be able to vote for it. If the feature is popular, we will add it to our system. You can vote for other features as well.
Thank you