Comments between team members
It would be great to be able to comment on a ticket but only notify one or more staff and not the actual client. Internal comments.
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1 Posted by Hugo Romano on 05 Dec, 2008 12:14 PM
+1 very important.
Support Staff 2 Posted by Courtenay on 06 Dec, 2008 01:04 AM
In my mind, this is why we have Lighthouse integration -- you assign a LH ticket and do your discussing over there. What do you think?
3 Posted by Galen on 06 Dec, 2008 02:58 AM
I think Lighthouse will be excellent for reasonably larger or ongoing
projects but if it's, say, a one-off query from a new lead, would be
nice not to have to open a project on LH.
Galen
Sent from iPhone | Mobile +64 21 908 748
Lucid Design | www.luciddesign.co.nz
On 6/12/2008, at 2:04 PM, [email blocked] wrote:
4 Posted by Will on 06 Dec, 2008 12:36 PM
When you say "notify" do you mean just ping them? or privately discuss on the side, like leave a note only they can see?
One of the feature request that I had for tender, and I think it's been mentioned on a few occasions by other users, is to have a ping option. So I handle the support for http://lighthouseapp.com and while I do my best to address every issue, there are times I need to have someone else address the discussion, pending its code or API I don't understand or requires a developer to manually look under the hood to repair and isolated indecent.
What ping would provide is the ability for the to ping another project member, and it would add the discussion to a queue in their admin panel.
Anything requiring a developers discussion would be cause for Lighthouse integration, and generating a new ticket directly from Tender.
5 Posted by Galen on 06 Dec, 2008 10:39 PM
I'd like to be able to actually discuss the thread with one or more of
my team members or at least just flick them a query. The client
wouldn't see it.
Galen
Sent from iPhone | Mobile +64 21 908 748
Lucid Design | www.luciddesign.co.nz
On 7/12/2008, at 1:37 AM, [email blocked] wrote:
6 Posted by Ask Bjørn Hanse... on 07 Dec, 2008 10:36 AM
I'm with Galan.
Our support requests are rarely bug reports (less than one in 500 or something like that); but they do regularly require discussion amongst ourselves. A new bizdev lead, we need to discuss how to approach it. A complaint, we need to discuss how to follow-up. Etc.
Support Staff 7 Posted by Courtenay on 09 Dec, 2008 01:33 AM
Our plan for this is a button "Create or Assign a lighthouse ticket" where it creates a ticket for you in lighthouse , where you can discuss, assign, etc., to your hearts' content. It puts a link (for your support team) in the Tender ticket, and when it's resolved over there it posts it in here, too. I feel like having permissions on the comment level in Tender is overkill, particularly when we have Lighthouse strongly integrated.
The thing this is missing is the "Create ticket"; we already have assignment.
8 Posted by System on 09 Dec, 2008 01:36 AM
This discussion was assigned to ticket 151.
9 Posted by Will on 09 Dec, 2008 01:46 AM
We use lighthouse for anything that requires specific action by a team member, so integration with tender really opens the door for things like discussion or needing someone specific to take action, on a bug or a task. I think two two will be an excellent compliment in separating the client/users from the dev team.
10 Posted by Galen on 09 Dec, 2008 02:06 AM
Please don't forget we're not all using this 100% for software
development. We'd be using it for client support as well as dev.
On 9/12/2008, at 2:46 PM, [email blocked] wrote:
11 Posted by Will on 09 Dec, 2008 08:10 AM
Indeed Galen, what is left to be desired in Tender is where Lighthouse steps up to the plate for both support and development. I think that combo would be an ideal solution once ENTP finished the "create a ticket" portion of the Tender/Lighthouse bridge.
12 Posted by Ask Bjørn Hanse... on 09 Dec, 2008 08:18 AM
Hi Will,
At least for us there's too much of a focus on lighthouse-like projects for us to use it (we have much more "end users" that we need to help). For now we're going with Email Center Pro for our support@ inbox. It's a pity to lose out on your knowledge base and community features, but as the first priority we need to deal with the ~400 emails we get every month.
Ask
13 Posted by Will on 09 Dec, 2008 08:37 AM
That's interesting and we'll definitely take it into consideration. Between Tender and Lighthouse user support, my inbox is about 60-100 emails per day, and either the question is resolved directly in Tender or bounced back to Lighthouse for review/assignment for a resolution. We don't really draw a line on the difference besides in the tagging choices if it's a support or development issue inside Lighthouse. It's been the smoothest our workflow has been in a long time. I can see the need for a shared email inbox system for some users though, but we failed horribly when we attempted to maintain the correlation with development and support in that environment. In reality was kind of how Tender was born.
14 Posted by rick on 09 Dec, 2008 09:20 AM
This won't be in for launch, but I can see the need for issues not related to an ongoing development project. This is why tied Tender to Lighthouse, but a) we plan to support other systems and b) we don't want users to miss out on an important feature because they're not tied to a ticket tracker/project management tool, etc. One of the ideas we kicked around was displaying ticket comments inline, hidden from the user. That would be identical to what this issue is asking for in functionality.
We hope you'll keep us in mind if/when we do get this functionality. I feel like right now we have more crucial features to get resolved that are core to the signup process.
15 Posted by System on 07 Jan, 2009 10:49 PM
Ticket #151 was resolved by towski.
16 Posted by Eric on 08 Jan, 2009 04:58 AM
I would be interested in this as well.
17 Posted by martin on 09 Jan, 2009 01:27 AM
I would be interested as well. We only use Lighthouse for things that Dev actually has to work on. There are many times more things we want to discuss related to support tickets that never become a LH ticket. Please implement some form of private conversation related to Tender tickets.
18 Posted by System on 19 Jan, 2009 02:34 AM
A Lighthouse ticket was created for this discussion
Support Staff 19 Posted by Courtenay on 19 Jan, 2009 02:34 AM
OK, this is officially on the list of upcoming features. Stay tuned..
20 Posted by Galen on 19 Jan, 2009 03:23 AM
Fantastic.
21 Posted by topfunky on 24 Feb, 2009 12:59 AM
+1 Yes, private team-member comments on issues would be very useful.
It would be useful to be able to comment privately on an issue when handing it off to a team member. This would save a lot of back-and-forth emails of "How should I handle this issue?" or "How should I respond?"
This would be a great companion to the feature where one can assign an issue to a team member (as mentioned elsewhere).
22 Posted by Sam on 02 Mar, 2009 12:34 PM
+1 for private team member comments
23 Posted by nate on 12 Mar, 2009 03:28 PM
+1 over here too for private team member comments
24 Posted by Luke Andrews on 15 Jun, 2009 02:39 PM
+1 We would also find this useful.
25 Posted by rick on 28 Aug, 2009 02:14 AM
Deployed. We'll post more about it tomorrow.
Support Staff 26 Posted by Courtenay on 28 Aug, 2009 02:17 AM
27 Posted by Galen on 28 Aug, 2009 02:19 AM
We've kind of started moving away from Tender but this might bring us
back. Awesome.
Support Staff 28 Posted by Courtenay on 28 Aug, 2009 02:20 AM
As you can see it's useful for comments not appropriate for the general
public.
Nicole closed this discussion on 10 Dec, 2009 09:31 PM.