Allowing user to check ticket status

[kblackwel]

Well, from first inspection, this program is awesome. I'm having on problem that I would think would be a feature.

When a user sends in a request, I see how to send them back an auto responder stating that ticket was created. But, I need it to also include a link to check on status of their ticket submission. In addition, I don't want the user to login to check status. Other help desk programs put a ticket specific encoding in the link so that only that ticket is viewed.

Can that be done with Cerberus?

[jstanden]

Hey there!

I definitely agree with the feature request.

One catch we've had with Cerb4 is that you're allowed to have multiple customer interfaces (Support Centers). We'd need to link a particular Support Center to your Group, which adds complexity to the interface.

It would be cleaner/easier for us to define a public URL format (and key) which you can generate using the auto-reply tokens. For example: www.yourwebsite.com/support/display/FCX-12345-678 (http://www.yourwebsite.com/support/display/FCX-12345-678)

The key would be added to all tickets on creation, though only displayed if you decided to use it in your reply template.

The Support Center just needs to be extended so you can display a single-ticket with a mask+passphrase without logging in. Originally, that's all I wanted to support -- but people wore me down on the idea of logins. :)

I'll have this added to the roadmap. It should be a rather quick tweak.

[joegeck]

Filed as a new feature in the bug/improvement tracking database.

http://www.wgmdev.com/jira/browse/CHD-253

[cdavis]

We would love to see this feature added as well.