Requests / Ticketing Module

I had a situation this week where I had comments from a ticket clarifying requirements with a client. Then we created a task and connected that ticket. I still had some more questions after working on the task. The ticket comments showed up on the task itself and so I wrote another comment in the task. However I didn't receive a reply from the client for 2 days (unusual) so I looked at the ticket directly and the comment I wrote from the task was marked as a "private comment" in yellow (see screenshot). This was not indicated at all in the task itself. I had to delete the comment in the task and copy paste it again in the ticket. Either: Keep ticket comments and task comments separate at all times (I would prefer this, we can look at the ticket comments for reference. But it doesn't clog up our workflow for internal discussions) Make it clear in the task comments what comments are private and what are not

When viewing an Inbox Email give a quick "send to ticket" option that will convert the email into a ticket same as if you forwarded it to your internal ticketing address.

Allow administrators to configure which ticket types are available to each client. This feature would enable the customization of ticket options on a per-client basis, providing more granular control over the services that clients can request through the ticketing system.

I’d love a feature to schedule ticket updates to send during standard working hours (9 AM–5 PM). This would help when drafting updates working out of hours.

I'd like to have a way to communicate with my maintenance clients that I am out of office when they submit their support tickets. Ideally some sort of auto-responder or other way to notify them that I'm not in the office that day(s). I communicate this via email, but I still have clients adding tickets via the portal and emailing me to ask why it hasn't been taken care of yet 🤦🏼‍♀️

I have a few custom ticket statuses created to keep me organized and keep my clients informed on my progress. I'd love to have the ability to assign different colours to the statuses that are currently only neon green (I'm rocking the 80s theme!!) Different colours would make it easier for me to visually recognize tasks that might need quicker attention that others.

I'd like the ability to add an active link within a comment in a request ticket. I just shared a link with a client via a comment and I discovered I couldn't create hyperlinked text nor was the link active when I shared it as plain text.

Right now our flow is client creates ticket we respond Create a separate task and link ticket Task gets complete We reply to client in the ticket and close the ticket It would be great if we could have a setting that auto-closes a ticket when all linked tasks are completed

Issue: Admin ticket responses sent via email with no client portal notification. Fix: Add client portal notification in notification window for ticket responses as it does for admin in the Moxie portal. Background: Ticket responses deafault to email response only assuming the client is not "in the portal" Valid I guess, but there are cases where clients have the portal up looking around and then would have no idea that a ticket was responded to since there are currently no client notifications in their portal like there is for admin in the main moxie notifications for admin. In this case a client would have no idea for two hours that a responses was added to a ticket to the portal they were in until going back to their email. So, if a client is inside inside the portal and not even knowing something happened in the portal you were in seems to not make sense. I get the original idea but maybe should be an option for notification settings to allow clients the ability to get in portal ticket notifications. Browser push notifications would be great as well.

Currently, after we respond to a ticket, we often face a dilemma: if we close the ticket immediately, clients may reopen it, wondering why it was closed prematurely. Conversely, if we leave it open, we must manually track and review these tickets to decide when it's appropriate to close them due to inactivity. To streamline this process and reduce manual overhead, I suggest implementing a feature that automatically closes tickets after a specified number of days (X days) of inactivity following our reply. This would allow us to maintain an organized system without inadvertently closing tickets prematurely or leaving them open indefinitely. This auto-close feature would specifically target scenarios where we've responded, but the client has not replied within the set timeframe—ensuring that pending questions or ongoing discussions remain active. By automating this aspect of ticket management, we can focus more on engaging with active queries and providing a higher level of service. I believe this enhancement will greatly benefit our operations by reducing manual workload and enhancing user satisfaction.