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[The Hub Client] TICKET SYSTEM suggestions

2

ABSOLUTELY LOVE the new Tickets system…a few suggestions/questions:

1. Would be super helpful to assign the ticket as it is being added.
2. Would be helpful if Created by can also be connected to a Team Member and not a client, sometimes items come through email or other way and it was not done by the client directly and will get confusing if the client didn’t request and a team member just noticed something and is fixing it. (The work around I am trying is adding each team member as a client so we know it is coming from each other directly regarding a cliet).
3. Will it be possible in the future to allow WPMUDEV access to a ticket if we cannot solve?

Wed, 11 Sep 2024 20:33:16
More The Hub Client discussions
The Hub Client
  • Nithin Ramdas
    • Support Wizard

    Hi New Now Creative Agency ,

    . Would be super helpful to assign the ticket as it is being added.

    I’ll make sure to bring this to our team’s attention to check what further improvements could be considered in future iterations.

    2. Would be helpful if Created by can also be connected to a Team Member and not a client, sometimes items come through email or other way and it was not done by the client directly and will get confusing if the client didn’t request and a team member just noticed something and is fixing it. (The work around I am trying is adding each team member as a client so we know it is coming from each other directly regarding a cliet).

    The initial idea for the tickets is for clients to create them. I’ll bring your request to our team’s attention so that they can check what further changes could be considered.

    3. Will it be possible in the future to allow WPMUDEV access to a ticket if we cannot solve?

    Our team is already exploring extending our support, however, at the moment there isn’t much information that I could provide as it’s still in the early phase. Will make sure our team is aware of your request.

    Good points.
    An option to assign tickets to a website if applicable would be nice too.

    It sounds handy and will let our team know about the possibility of implementing this in future updates.

    Thanks for your feedback.

    Kind Regards,
    Nithin

  • Mukul Chawla
    • Product Manager

    Hi New Now Creative Agency ,

    I’m glad to see that you liked the initial release of Tickets. We are actively working on new features, and your feedback is invaluable to us. One of the major updates we’re focusing on is providing white-labeled support by the WPMU DEV team for your tickets. Since you mentioned this in your ticket, would you mind answering a few questions to help us better understand your needs?

    – What types of tickets would you like the WPMU DEV support team to handle on your behalf?

    – How do you envision the process? Would you prefer to review client tickets first and manually escalate them to WPMU DEV? Or would you prefer an option where your clients can automatically escalate tickets to us, allowing us to assess if they fall within our scope? If they don’t, we could de-escalate the ticket back to you.

    – If there’s any other information or thoughts you’d like to share with us, we’d love to hear them!

    Thank you for your time, and we look forward to your feedback!

    • New Now Creative Agency
      • The Incredible Code Injector

      Mukul Chawla

      What types of tickets would you like the WPMU DEV support team to handle on your behalf?
      Tickets we can’t figure out on our end, usually related to plugin, WP or Hub issues.

      – How do you envision the process? Would you prefer to review client tickets first and manually escalate them to WPMU DEV? Or would you prefer an option where your clients can automatically escalate tickets to us, allowing us to assess if they fall within our scope? If they don’t, we could de-escalate the ticket back to you.
      I’d rather escalate the ticket, but wouldn’t mind the other option as well…most clients come with the simplest of issues as they are not familiar with technnologsy in the least, ;} so rather not bother you with those so probably best that we escalate the ticket to you?

      – If there’s any other information or thoughts you’d like to share with us, we’d love to hear them! A Notes Section or TEAM dialog section in tickets would be helpful also to keep track of items as some clients come with the same issue over and over again or a place to securly store info between our team regarding client issues.

      Thanks again, looking forward to using it more and more!

  • Julian
    • Click Here

    I imagine it would be very helpful to also put custom dropdown selectors to let the user further define the exact thing or part of the service offering they need help with, kind of like what you guys have in your own support ticket system here. For example you select Plugins -> Hummingbird -> Asset Optimization to indicate you need help specifically with Asset Optimization in Hummingbird. Based on the choices you could allow the ticket to be assigned / routed to a specific support agent.

  • Luigi Di Benedetto
    • Staff

    Hi there Julian

    Thank you so much for your valuable suggestions. Your feedback is very helpful and plays a key role in enhancing the overall quality of our tools. I’ve already shared your ideas with our team to ensure we keep them on our radar.

    Regarding your first suggestion about grouping tickets, could you clarify what you have in mind? Are you envisioning a tagging feature for tickets, where each ticket can be linked to others through shared tags? For example, if you identify an issue and its solution, you could assign a specific tag, and then apply that tag to future tickets with similar problems so the fix is easily referenced.

    Does this approach align with what you’re thinking, or is there another way you’d like to see tickets grouped?

    We look forward to your response.

    Kind regards,
    Luigi.