In case the User Voice doesn't get heard.. :P
I feel requiring CS Staff to look under 'My Account' to monitor tickets is very inefficient. Why not have something in the /Admin/ side under Help Desk that allows anyone with access to view all tickets (complete with the same color coding as seen under 'Manage Tickets').
This way, not only can the staff members see the tickets that need responses, but also the Staff Managers can see how the entire CS Department is doing.
I'm really surprised there isn't a Hub area for all the tickets to be looked at. :(
I don't quite get what is the difference between going to Administration -> Nop Help Desk -> ( for example ) Manage tickets and going to My account -> Manage tickets for checking the tickets. Either way, you need to go somewhere to check them.
What about, if you don't want to give your staff members an admin access to your site? How are they going to check the tickets? In the moment, the store owner is not obliged to provide access to admin area for the staff members.
Looking forward to your reply!
True, the hassle is trying to get the staff to step out of the Admin side and into the public side every once in a while to check.
I suppose this all stems from there's no email notification if there's a new ticket, or when a staff member's been assigned.
I'm looking at the Nop Customer Reminders -> Reminder Messages Report and thinking that's exactly what I'd like to see. A report of the tickets and who's assigned to them and the progress on those tickets (aka the replies).
So sort of record of what's going on.
All in the Admin, where I live....from the time I start till the time I leave.