I am in the process of testing OST and will eventually perform some customization to better suit our needs. We currently use eTicket but I am liking the way OST is built and its visually more easy for the customer.
I have installed latest RC2 release and have a few questions and problems. I am running IE 7 right now BTW.
Questions:
1. When responding to a ticket does the customer get an email with past threads of the ticket or do they just get our response? A lot of customers get confused when they just get our response they do not know whats going on and they do not usually goto the ticket system of ETicket to find out. They just reply back with what are you talking about and we have re-explain it all.
2. Will custom fields be in a soon future release and how long till this do you think?
FROM ADMIN/STAFF LOGIN:
1. When responding to a ticket I see an error in javascript on line 99 char 9 error: http is undefined. Also error on line 7 charater 5.
2. When trying to select a canned response and have it append to the response box it does not work.
3. I can't even access canned responses when creating a new ticket for a customer which is very important for us. We can even do this in eTicket right now.
FROM CUSTOMER POINT OF CREATING A TICKET:
1. Where is the captcha security image? I do not see one showing up. Is there someplace I need to set this to be on or is it even available in OSTicket? This is also a very important feature.
Thanks ahead for your help and I look forward to integrating OST soon.