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Owner change

suggested by Unknown User
28

Hi,
 
There is currently no way to change an owner of a ticket. We'd like that a lot, and have following use cases:
 
1) Ticket submitted/forwarded by 3th party or by automated system that doesn't set the correct From or Reply-To header. 
 
2) Ticket with lots of parties involved: common practice is to split those tickets, but it would then be nice to specify a different ticket owner/submitter
 
3) Tickets generated by staff, based on eg a phonecall. If there is spelling error in the ticket owner address, we keep carrying the bad emailaddress, unless we close the ticket and manually copy it over to a new ticket...
 
 

Complete We've implemented this suggestion!

Comments (18)

  • Yes, being able to change/remove the owner of a ticket would be a great help! 

    43535555a26ae0a9aacc5c6af1d79794?rating=pg&size=52&default=mm
    posted by Edward D
  • I support the above. We have another use case where the original submitter of the ticket has "gone away".
     
    The ticket is still of interest to someone else, who may or may not be an added contact on the ticket.
     
    Would this also solve the case where users can't easily forward emails as attachments? When they get an email sent to their personal address, they could just forward it into Sirportly and then change the submitter contact address.

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G
  • One more vote for this - very annoying not to be able to modify contact person.

    D1e594f3f62c8635c30e6e4ffeceabe5?rating=pg&size=52&default=mm
    posted by Antti P
  • One more vote with 3 more real life uses cases:
     
    * I forwarded an e-mail not as an attachment but as a regular e-mail. Human error.
    * You want to take a Twitter discussion to e-mail
    * A customer starts a ticket from his private address and asks you to reply to his work address (sorry, no can do, our helpdesk system doesn’t allow it)
     
    Let's hope we see this feature soon.

    3246e383777ee759d7a2f9e102728224?rating=pg&size=52&default=mm
    posted by Dylan V
  • +1 from me, too.

    posted by Unknown User
  • +1 from me this would very useful

    48efb73611422977e63549a180a951c0?rating=pg&size=52&default=mm
    posted by Scott T
  • +1 again from me.

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G
  • +1  definitely a needed feature when a call is raised on behalf of somebody - or if a call 'changes hands' 

    posted by Unknown User
  • +1...

    posted by Unknown User
  • +1

    0452e5d2dd609b34218b8d18e51caee6?rating=pg&size=52&default=mm
    posted by Chris B
  • I too ran into this issue during my short test drive of Sirportly.

    Fcc267fc6cd667e85c463c16ab7ed96c?rating=pg&size=52&default=mm
    posted by Herman E
  • Any progress on this? We really need to be able to change the customer's email address on tickets.

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G
  • Any progress on this? We really need to be able to change the customer's email address on tickets.

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G
  • +1

    Bbeb9815d2c7e67ae29c7c15465bbcfe?rating=pg&size=52&default=mm
    posted by Andy G
  • I have just realised that, if I add another email address to a contact, I can change the default address.
    This would appear to solve at least part of our problem, but it seems not to do that.
     
    When I do this, a popup says - "Are you sure you wish to make *** the default contact method for this contact?".
    [The default appears to be changed regardless of whether I answer Yes or No to that question, which is presumably an error.]
     
    Existing tickets show "No additional contacts" and, if I change the default as above, the contact shown on tickets is unchanged.
     
    As far as I can tell, changing the default has no effect on a subsequent post to a ticket.
     
    I can't delete any additional addresses that are added to a Contact.
     
    Is this a feature that needs to be fixed, or does it do something else entirely?

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G
  • +1 this is a hugely missing function of Sirportly which every other ticket system seems to handle correctly.

    D85dd20463bb6dfc3a16250790684120?rating=pg&size=52&default=mm
    posted by Mark B
  • Has there been any progress in adding this functionality?

    48efb73611422977e63549a180a951c0?rating=pg&size=52&default=mm
    posted by Scott T
  • Staff Comment

    We've now added support for changing the contact for a ticket, for more information please see our blog post; https://blog.sirportly.com/changing-contacts/

    A806bdbc1f5d88573abb620803a8376d?rating=pg&size=52&default=mm
    posted by Dan Q