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DuBose Griffin
Guest
Evening, I am struggling to understand how to achieve something that surely Rollbase can manage. We have our own custom Support Ticket app (not the Bug Tracker app). I would like to modify our app to accomplish a couple of tasks that it currently is not handling well. 1. I would like for comments (assuming the rollbase comment functionality is the best method) to be either public (sent and visible to client) or private (visible only to internal employees). When a new comment is created, I would have the default visibility set as private (check box) with the ability for the user to uncheck the box if the comment is to public and therefore sent to client via email. 2. Any email reply to a comment (whether public or private) generates a new comment record that is attached to the support ticket record. This is the most important functionality. What is occurring right now is the email recipient is replying to the email sent via a Send Email trigger when a new public comment is added. The reply is sent via email to the reply-to recipient and any cc's, but this communication is not recorded in the support ticket record itself inside the app. It makes tracking tickets next to impossible. Thoughts? Thank you in advance, DuBose
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