{"action":"created","issue":{"url":"https://api.github.com/repos/frappe/erpnext/issues/3877","repository_url":"https://api.github.com/repos/frappe/erpnext","labels_url":"https://api.github.com/repos/frappe/erpnext/issues/3877/labels{/name}","comments_url":"https://api.github.com/repos/frappe/erpnext/issues/3877/comments","events_url":"https://api.github.com/repos/frappe/erpnext/issues/3877/events","html_url":"https://github.com/frappe/erpnext/issues/3877","id":101207240,"number":3877,"title":"Feature: Turning Support into a real Help Desk","user":{"login":"dottenbr","id":9136094,"avatar_url":"https://avatars.githubusercontent.com/u/9136094?v=3","gravatar_id":"","url":"https://api.github.com/users/dottenbr","html_url":"https://github.com/dottenbr","followers_url":"https://api.github.com/users/dottenbr/followers","following_url":"https://api.github.com/users/dottenbr/following{/other_user}","gists_url":"https://api.github.com/users/dottenbr/gists{/gist_id}","starred_url":"https://api.github.com/users/dottenbr/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/dottenbr/subscriptions","organizations_url":"https://api.github.com/users/dottenbr/orgs","repos_url":"https://api.github.com/users/dottenbr/repos","events_url":"https://api.github.com/users/dottenbr/events{/privacy}","received_events_url":"https://api.github.com/users/dottenbr/received_events","type":"User","site_admin":false},"labels":[{"id":199465432,"url":"https://api.github.com/repos/frappe/erpnext/labels/discussion","name":"discussion","color":"CC317C","default":false},{"id":199466859,"url":"https://api.github.com/repos/frappe/erpnext/labels/feature","name":"feature","color":"009800","default":false}],"state":"open","locked":false,"assignee":null,"assignees":[],"milestone":null,"comments":5,"created_at":"2015-08-15T20:24:03Z","updated_at":"2016-11-30T19:34:39Z","closed_at":null,"body":"As per the discussion on the forum these are steps to take the Support DocType into a real Help Desk.\n- [ ] **Merging Tickets:** the ability to merge two tickets into one and automatically put the merged conversations in by date so that both ticket become one also in the overview. Already raised as feature implementation ticket in frappe. For this we would need a possibility to see other issues from that customer so we can select what to merge with.\n- [ ] **Customer Satisfaction Rating:** already raised as feature implementation ticket in frappe.\n- [ ] **Quick Reassign:** when writing a reply or internal note you should be able to select a “reassign to” when you click send. This will allow adding notes and reassigning or sending a reply like “Thank you for your email, Umair will contact you shortly” while then reassigning to Umair. Not raised yet.\n- [ ] **Make tags searchable in omnibox search:** the tags are sweet in the support ticket, however they can not be searched for in the omnibox search. I believe this would be a very strong feature for all of frappe. Not raised yet.\n- [ ] **Attach Documents to email message:** as far as I can see the documents attached to a ticket can not be sent to a customer. I recommend moving away from just global attachments to message attachments that then become global attachments but only the message attachment will be sent to the customer. This is important because internal notes could have files attached that the customer may not see but are important for company internal communication.\n- [ ] **Change the style of a note:** It's important to distinguish messages and notes quickly. This relates to the general activity stream. I propose a white background for emails, a light yellow background for messages (like a post-it note) and a light grey background for the activity stream like “created” or “reassigned to …”\n- [ ] **Create sidebar:** create a sidebar on the right where user information like Company name, region code, contact language, phone number and email are displayed. Underneath list all support tickets raised by this user and open them as modal for quick preview or merging. The status of the ticket “Open”, “Replied”, etc. should be visible and color coded.\n- [ ] **Enable CC and BCC:** The ticket is addressed to the customer, however lets assume the customer writes to support@erpnext.com and CCs his colleagues on the ticket. It would be very important that a reply is also CC’d to those contacts so they know its being resolved and don’t question our responsiveness. Regardless of that when prompting the email you should always and frappe-wide be able to specify indefinite CC and BCC addresses. Probably its best to store those in a database because they might not be customer related. The CC and BCC would have to be remembered. BCC and CC should be listed in the Activity Stream.\n- [ ] **Forwarding tickets:** You should be able to forward a ticket, for example to a non ERPNext user such as a supplier or subcontractor. We need a way of forwarding an email just like a comment to maybe a colleague or a supplier, this should be highlighted as forwarded email but whats written should not become part of the normal customer conversation.\n- [ ] **Basic analytics:** Show average time until tickets are answered, make a report for unanswered tickets, create an email alert when a ticket hasn’t been dealt with for 5 days etc. Many ideas here.\n- [ ] **Forwarding to helpdesk from email:** Assume a customer sends you an email to your company email address. Now what you want to create that as a ticket in the helpdesk. The way to do this should be forwarding the mail from your Gmail or other mail account to \"service@myerpnext.com\" and you just write \"@assign me\" or “@assign Rushabh\" to assign it. If you want to add a note to it you just write something and the system will recognize it.\n- [ ] **Assigning** on the left there is a \"Assigned to me\", how about we add an \"assigned\" and \"unassigned\" to so we can see what is this users, other users and unassigned at the moment.\n- [ ] **Rich text and functionality** instead of popup the functionality (CC, and formatting) should be provided right in the input field.\n- [ ] **Make it more email like looking**\n- [ ] **Attachments in its right place** rather than being attached to the whole thing they should be in the part where the email was sent.\n"},"comment":{"url":"https://api.github.com/repos/frappe/erpnext/issues/comments/263971703","html_url":"https://github.com/frappe/erpnext/issues/3877#issuecomment-263971703","issue_url":"https://api.github.com/repos/frappe/erpnext/issues/3877","id":263971703,"user":{"login":"alv000h","id":16684956,"avatar_url":"https://avatars.githubusercontent.com/u/16684956?v=3","gravatar_id":"","url":"https://api.github.com/users/alv000h","html_url":"https://github.com/alv000h","followers_url":"https://api.github.com/users/alv000h/followers","following_url":"https://api.github.com/users/alv000h/following{/other_user}","gists_url":"https://api.github.com/users/alv000h/gists{/gist_id}","starred_url":"https://api.github.com/users/alv000h/starred{/owner}{/repo}","subscriptions_url":"https://api.github.com/users/alv000h/subscriptions","organizations_url":"https://api.github.com/users/alv000h/orgs","repos_url":"https://api.github.com/users/alv000h/repos","events_url":"https://api.github.com/users/alv000h/events{/privacy}","received_events_url":"https://api.github.com/users/alv000h/received_events","type":"User","site_admin":false},"created_at":"2016-11-30T19:34:39Z","updated_at":"2016-11-30T19:34:39Z","body":"@rmehta @anandpdoshi @dottenbr\r\nAny plans on this things?"}}
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