Support Platform - Turn your community into a support platform

JasperVriends I was wondering, how would this work? Is that just like splitting a topic? In what situations would you use this?

Exactly! In ZenDesk, we rarely split tickets because the clients typically open up new ones before we get the chance to lol. One scenario last week called for it because the client had additional questions about a different product and I didn't want to jump all over the place. In the sense of merging a ticket, we typically do this with duplicates or even in the event where two people from the same client are talking about the same issue or product in two separate tickets. There are probably other use cases but here is the UI overview of the merge feature:

As far as bugs are concerned, these are the ones I ran into:

• You can re-open a ticket by hitting the reply button with no actual response/reply.
• You can reply to a ticket without leaving a response/reply.
• There is no validation when you haven't added a subject or any message content during ticket creation.
• As the support user, I wasn't able to assign a new ticket to myself because it was grayed out (probably lacking the permission to be able to)
  • I don't see an option to assign myself the ticket from within the ticket itself when viewing it.
• Mobile view looked a bit wonky (already reported recently but does not specify where eactly), see blow:

For the Tickets Overview page on mobile, may I suggest adding the support ticket filter menu to the top navbar like how it is when you visit a user's profile? (i.e.; switching from the user's Posts to the list of discussions they’ve created)

JasperVriends allowed groups could controlled by admins through a permission. (ie. can group be included in tickets, can user include groups they do not belong to), so that users cannot abuse widely used groups, or groups they are not a part of.

I could foresee a use case of self managed user groups for flarum. The idea would be groups can be managed (maybe even synced with AD down the road) allowing users to own a group and users in it, they can be leveraged by them where use case permits such as private discussions or support tickets and removing the burden from admins of managing these groups. A real life example could be a company using flarum, with a number of different clients and you are supporting your users through your forums or ticketing system. With the above, users could create private topics amongst their team using their group to discuss using byobu, or open support tickets with their entire team having visibility.

Something like the above would need differentiation between admin managed groups, and user managed groups, and there could be a default set of permissions for user created groups so that they are getting bare bone groups. The permissions UI for groups would likely need to be reworked as you could imagine the number of groups would much higher and the current UI may not provide great UX in that scenario.

This kind of group system of course is outside the scope of this extension, but I see it as an attractive opportunity and also why group support on tickets could be very useful (down the road).

For support of additional users on tickets, another cool option would be able to include a separate notification email. This way you could provide group like visibility on tickets by providing an alternate email or emails (if multiple would be supported), but at least one additional email would let folks provide a distribution list so other users could get email updates on the ticket also useful in a team setting.

In summary, I see a lot of value in these features (personally ).

1. Collaborators (Users, Groups - but probably dependent on enhancements outside of this extension above)
2. External recipients (email notifications)
3. Bulk view of article ratings & feedback with ability to export (not mentioned above, but I have brought up on your slack workspace)