Home → Questions →

Create a new ticket from within Tender?

• Edit

Travis Bell

16 Jan, 2009 01:13 AM

Maybe I am just blind (totally possible!) but how can I create a new ticket from within Tender?

1. 1 Posted by Will on 16 Jan, 2009 01:28 AM

   

   a new discussion inside tender? or a new Lighthouse ticket from inside Tender?

   inside Tender: if you are an admin you could go to http://help.lighthouseapp.com/home (the index for non-admins) and there is a "create a new issue + "

   or you go to the public discussion area, http://help.tenderapp.com/discussions which works just like a forum.

   • Edit

2. 2 Posted by Travis Bell on 16 Jan, 2009 02:01 AM

   

   Hi Will,

   Goctha. Wouldn't it make sense to have a way to create a ticket from within the Dashboard (or ticket admin area) page as well? I don't spend really anytime on the home page. Am I on crack for thinking this?

   • Edit

3. Support Staff 3 Posted by Courtenay on 16 Jan, 2009 07:02 PM

   

   Why are you creating issues for yourself? :)

   • Edit

4. 4 Posted by Travis Bell on 16 Jan, 2009 09:28 PM

   

   Hey Courtenay,

   Not for myself but for our clients. We currently use our support system to create new tickets (emails) to customers so we always have everything in one place rather than in our work email accounts.

   • Edit

5. 5 Posted by towski on 16 Jan, 2009 10:38 PM

   

   Out of curiosity: Do your issues come from emails? You/we could probably figure out a way to manually forward issues into tender from email.

   • Edit

6. 6 Posted by Travis Bell on 19 Jan, 2009 05:48 AM

   

   Hi towski,

   Here's an example of the workflow do in HelpSpot right now:

   We get word that a client of ours has unnecessary spam complaints. Instead of emailing them from our personal work accounts, we prefer to have all of this centralized so the entire support team can be aware of this clients status with us. We create a new ticket for this client so it's tracked and stays "open" until they deal with it to our satisfaction. Once it's been sorted, I close the ticket and move on.

   I am not sure how the best way to deal with something like this through Tender would be. Any suggestions you guys have and of course I am all ears. I am slightly cautious towards the idea of creating a new ticket that is attached to anything in Lighthouse since this is strictly a customer support issue and has nothing to do with our devs.

   Thanks for hearing me out!

   • Edit

7. 7 Posted by towski on 21 Jan, 2009 10:02 PM

   

   We have similar requests for creating issues for the customer in Tender. Otherwise, right now people are expected to create issues through sending an email or visiting the site.

   • Edit

8. 8 Posted by Matt Lambie on 04 Feb, 2009 05:55 AM

   

   For what it's worth, we have similar requirements.

   My "solution" is to have two different browsers open (Safari and Firefox, for example). One is logged in as me and has access to our install of Tender. The other is specifically not logged in as anyone, and I submit the discussion request through this browser pretending to be the customer. Obviously you'll need to know their name and email address for this to work. We can then carry on the discussion over email as necessary with my replies to the initial request going to them.

   This has the added benefit for getting people out of the habit of calling our office for support instead of using our Tender installation.

   • Edit