Behaviour of ticketing - please give me your opinion
HC did some nice improvements as per our request in ticketing system. They added possibility to attach files, they added a column indicating who replied last (resadmin or web admin) with date/time of last reply. Its much better now, thanks HC :)
But 2 things remain, perhaps they consider less important, so Im hoping someone agrees with me :)
1) When you reply a ticket in HC8 it goes back to the listing of tickets. I have to find the ticket I just replied, ask to view it again, to be able to close it. I much prefer the way it was in HC6, after you reply a ticket, it stays on the same ticket, making it easier to close ticket if you desire to do so.
2) Theres only 1 problem with new system that tells us who replied last, reseller or webadmin. AFAIK the only way to open ticket inside a customer's login (webadmin) is to log as them and open the ticket.
Problem is, lets say I open ticket as a webadmin, it will show in column that last reply was the webadmin user, but it actually was resadmin that opened the ticket. So that makes it harder to know who answered last, which is really important so you easily know if your reply is the last.
Perhaps something can be done regarding this.