giftculture
12-05-2007, 06:43 PM
Cerberus 3.x displays some idiosyncratic behavior with regards to forwarding out of the ticketing system. Ideally, I'd like to see it fixed but if not, I'd like to submit a feature request for 4.x.
Basically, there should be an option for forwards out of the ticketing system to behave in the same way that forwards through email behave, ie, if Jane (for instance) cc's me on an email or sends me an email with several users in the cc: header and I forward that email to, say Joe, the email that Joe receives lists only my address on the To: and Reply-To: headers. If Joe replies to that email, only I get a copy of it.
Cerberus 3.x gives conflicting information about forwards from the ticketing system. If I forward a ticket to Joe (for instance), the entry added to that ticket for the forward indicates that the reply-to for that forward is set to my agent email address (as expected) but the actual email Joe receives lists the queue address as the reply-to, which means that when Joe replies to the forward, it goes back into the queue as a normal reply, which means the reply goes back to the ticket originator.
This behavior has caused a lot of heartache for me at our job, causing things like internal comments to go back to customers and more seriously, for vendor and customer information to get crossed. The first issue is merely embarrassing - the second issue is absolutely deadly and a deal-breaker for our business. Since we are a reseller, the fact that vendor information is exposed to customers and vice-versa means that they can bypass us completely. I know for a fact that I'm not the only user of your ticketing software that has been bitten by this unexpected (and in my opinion, seriously broken) behavior.
I have been very disappointed with the level of support that I have received on this issue as a paying customer and would like to hope that this can be rectified in a satisfactory manner.
Basically, there should be an option for forwards out of the ticketing system to behave in the same way that forwards through email behave, ie, if Jane (for instance) cc's me on an email or sends me an email with several users in the cc: header and I forward that email to, say Joe, the email that Joe receives lists only my address on the To: and Reply-To: headers. If Joe replies to that email, only I get a copy of it.
Cerberus 3.x gives conflicting information about forwards from the ticketing system. If I forward a ticket to Joe (for instance), the entry added to that ticket for the forward indicates that the reply-to for that forward is set to my agent email address (as expected) but the actual email Joe receives lists the queue address as the reply-to, which means that when Joe replies to the forward, it goes back into the queue as a normal reply, which means the reply goes back to the ticket originator.
This behavior has caused a lot of heartache for me at our job, causing things like internal comments to go back to customers and more seriously, for vendor and customer information to get crossed. The first issue is merely embarrassing - the second issue is absolutely deadly and a deal-breaker for our business. Since we are a reseller, the fact that vendor information is exposed to customers and vice-versa means that they can bypass us completely. I know for a fact that I'm not the only user of your ticketing software that has been bitten by this unexpected (and in my opinion, seriously broken) behavior.
I have been very disappointed with the level of support that I have received on this issue as a paying customer and would like to hope that this can be rectified in a satisfactory manner.