Your opinion on user impersonation in HC
Id like your opinion on this topic, please. Its not a big deal, but I found that when you impersonate some webadmin while logged as resadmin, for example, if you do it more then once (for 2 different web admins), due to browser behaviour cookies, etc. HC gets confused, lets say. I reply a ticket as resadmin and it shows "reply by user xxx", one of the users I impersonated logged as resadmin.
I dont believe in this case it sends email to the wrong user, etc. However, its a bit troublesome, I have to inform all my colleagues here at work "do never impersonate a user twice, first close browser, reopen" or "in that case use 2 browsers".
HC sees it as a browser issue, I can understand... Anyways, my idea is...
To create some type of way to send a ticket "on behalf" of user via resadmin. We wouldnt have to log as the user and put the ticket as the user (which is kind of incorrect, specially because it shows Last reply by USER when actually it was resadmin opening a ticket in the user's login).
It would solve the browser issue and also give us something better...
What do you think?