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Here's my feature requests for SmarterTickets :

• Rules that allow to route tickets based on determinated condition (subject, destination email, specific headers, etc...)
• CRM-like features:
• Be able to see others tickets for the same email (with status... closed, opened, etc... quick stats) - a notification should appear when there is other open tickets (or recently closed) from the same email
• Ability to put notes/notices on a specific email that will appear when opening the ticket
• New status : on hold.  I want to be able to put a ticket on hold for few minutes/hours/days/predefined date-time/indefinitely : the ticket will come back active at this moment.
• sticky agent for new tickets/email : new tickets from an email who already have an active ticket should go to the same agent (configurable, obiviously)
• Ability to link to an external system who will produce displayable data about the ticket/email (like billing status for the customer, etc...).  It could be implemented be allowing an url (something like http://internalsystem/Customers/Query.aspx?Email=$email$ who will produce an HTML who will be fetched using ajax and present in a div/iframe asynchronously)
• Web Services to access data like tickets, stats, to create new tickets from a public web site
• Ability to use the content of another message than to last one to answer
• Better presentation when there is many replies for a ticket : it's not enough obivious in the current version, it's causing a lot of mistakes
• Meta-data : be able to add meta-data/keywords/tags on a ticket (configurable columns) that could be used to categorize...
• Be able to choose which view is opened by default (html/plain/raw)
• Redesign the refreshing mecanism to use javascript/ajax instead of http refresh, to prevent annoying reloading while doing something with a list of tickets
• The session keep-alive mecanism should work while replying to a ticket.  Currently, if the answer to a ticket is too long, the session (and the reply) will be lost.  This is a very big problem when the answer to the ticket is very long.

If any other are interested by those features, please let it know here! 

Carl de Billy

I am not sure if you are asking for improvements to the web service or for a web service to be created. If you haven't found it yet, the ST web service is available at http://<your ST domain/rootpath>/Services/svcTickets.asmx. It has several remote ticket management functions available that we use to do some basic integration with our order system and public web site , including creating a new ticket without using email.

I'm also looking for a method to get a list of all tickets for a given email address out in XML/HTML format for integration with another application. This "email list of tickets" doesn't cut it for my use.

I don't know if SmarterTools sanctions this activity, but I just query the database directly to get a list of tickets by email address. I would never recommend making any changes directly to the database without going through the tools that ST provides, but there is certainly no harm in querying the database. You can find the information you need in the SmarterTicket_Ticket table; the only thing missing is the text of the original ticket. I haven't yet figured out where they store the original text text, but everything else is in this table.

Hi Carl,

I think these are all great feature requests did you get any feed back about inclusing in a later release?

We use this for software support and so far its really useful but we need some of that you have asked for before we comit to an unlimited seat product.

 

we would like to see a nice ajax type interface to improve speed.  Also we would like smarterTicket to handle multiple domains for support.  IE: you have two hosting companies admins are the same just different agents or possibly the same agents. but when you access smarterTicket via a url the system knows which email addresses to show a user when submitting a ticket etc.

Hi Paul,

  No, I did'nt received anything.  I already have a 5 seats version who is working very great, but as you, we can't buy a bigger licence because there's not enough features for us.

   Having a way to retrieve others tickets for the same user is something very important to us.  It's only missing in this version.

 Carl.

I agree, "on hold" feature could be very usefull. Sometimes I just want to send some information to this customer, or expect something to be done before sending him additional info. It could be used also as a reminder , "I have to get back to him in three days". We really mis this feature , first day after going to production with SmartetTicket!

I think you should be asked for a resolution before closing a ticket.  This will make sure that every ticket has an answer to it.  If I accidentally close a ticket by mistake, I would see this window and I can close to the window to cancel the closing of the ticket.

 I don't like the fact that you can see your password.  I think this should be changed incase another user is looking over my shoulder.

There should be a way to reply to a ticket if you are not logged in.  Let's say I am out of office however I do have access to BlackBerry or SmartPhone.

Resolutions and notes do not display who input them in.

I am not sure if it has been said since I am new to smarter tools but I'll say it anyway.

 It would be nice to have the ability to add custom fields to the departments so the user can enter their domain name, agree to options, etc.

Check boxes, radio buttons, and regular old blank fields would speed up ticket resolution quite a bit, and avoid us from asking what domain they have or alert them that data will be lost if they choose to have an operating system reload.