Logging Phone Calls
The facility to track support phone calls would really solve a big problem for us.
Per [technical requirements specified by Courtenay] (https://help.tenderapp.com/discussions/questions/491-japanese)
We provide phone support to existing customers, so we have email addresses for those users. We're looking to leverage your API, so I don't think we could automate creating those accounts.
For us, a solution might only require an input field surfaced to the support staff user type from the Create Discussion screen. The input field would query the existing user accounts and auto suggest accounts. This would enable an agent to both verify that the individual on the phone is an active user and enable them to create a ticket from the using the same remaining fields.
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1 Posted by ariel on 12 Jan, 2011 08:33 PM
Actually, I think an intermediate solution would be to simply add watchers to a discussion. Does this sound right?
2 Posted by Will on 14 Jan, 2011 11:18 PM
You would create a new discussion and add the users email as the watcher, that's correct.
Amanda closed this discussion on 28 Jan, 2011 10:30 PM.