Looking at FluentSupport again and have a question...
I tried FluentSupport a week or two ago and ultimately decided against switching for a couple reasons. Unfortunately, my existing ticketing system is driving me even more crazy lately so I'm looking at FluentSupport again.
One feature I must have is the ability to limit visibility based on Business Inbox. I see the 'Business Inbox Access Restriction' option when editing support staff and have set one staff person to only have access to the Accounting business inbox. However, when I login as that staff person, I'm able to see see tickets that are assigned to other business inboxes. Is this normal behavior? Am I misinterpreting the 'Business Inbox Access Restriction' setting?
Thanks!
Does that user is an admin? If the selected user is an admin in WP then he/she will have full access regardless of the permission in FluentSupport.
Shahjahan Jewel Nope, the user is a subscriber in WordPress.
Thomas Oates I will check with devs and get back to you in few days and if it’s happening we will make sure, it gets resolved.
PS: our devs are on holidays so we are bit slow at this moment.
Shahjahan Jewel Thanks!
Shahjahan Jewel I figured it out. The 'Business Inbox Access Restriction' setting works opposite of what I was thinking. I assumed I should select inboxes that the user should have access to but it is the exact opposite. After selecting the inboxes that the user should not see, that user can no longer see tickets assigned to that inbox.
I think that setting would be better if it meant to select the inboxes that the user should have access to. To me that makes the most sense. As it is now, when new inboxes are added, you'd have to go into each user and add the new inbox to everyone that shouldn't be able to see it. If it was the opposite (inboxes selected = the ones the user has access to), you would just need to edit the users that need access to the new inbox.
Also, it would be nice if the Inbox dropdown on the ticket filter page didn't include inboxes that the user isn't allowed to see. This might avoid some confusion.
Thanks!!
Thomas Oates nice point, has this been done?
Nicolas D Not sure....I abandoned the idea of switching to FluentSupport.
Thomas Oates why ? can you tell about the specific reasons why ? thanks
Nicolas D Two primary reasons: 1) I could never get it working like we wanted it to work 2) I didn't have much time to continue working on it.
We use FreeScout (https://freescout.net/) which works great but we've had some issues with it in the past so that is why we were looking at FluentSupport. An update to FreeScout around the same time fixed an ongoing issue and I just never had time to continue looking at FluentSupport.
Thomas Oates ok i see ! thanks
While I'm at it....it would be nice if you could assign products to business inboxes. For example, one inbox may be for IT support where you'd have products like Desktop, Laptop, Windows, Office, etc. and another inbox may be for Accounting where you'd have products like Checks, Refunds, etc. Having all of them visible even when they don't apply to the user can be confusing.
Additionally, related to the inbox restrictions, I found another problem. If I'm a user that does not have access to the IT Support inbox, when I manually add a ticket, I can select IT Support for the inbox. When clicking to add the ticket, the popup at the bottom right says the ticket was added but the main page says 404...no matching ticket was found for the provided ID. This kinda makes sense since the user doesn't have access to the IT Support inbox tickets but it is also confusing since that user is the one that just added the ticket. Another reason why I'd think any restricted inboxes should be visible in any dropdowns for users that don't have access to that inbox.
Thanks!
Additional question....would using this (https://github.com/WPManageNinja/fluent-support-email-parser) inside our own AWS account allow for more than the included number of business inboxes? I only need FluentSupport for one domain/website but I need more than 10 business inboxes with piping. Thanks!
Thomas Oates When you use the custom email parser (from github) then there has no limits so you can just use as many as you want.
Shahjahan Jewel If you have a minute, would you mind looking at the two questions I posted above? Also, in version 2.0 will it be possible to customize the columns of data that are shown in the tickets list? For example, I'd love to have it show the person's name or email instead of just the avatar circle with their initials. Any sneak peek into what will be included in 2.0? I promise if you post details here, I won't tell anyone else. :)
Thomas Oates About version: We are still on the design phase and trying to make it as useful as possible as we also use it everyday to interact with 100s of tickets.
Shahjahan Jewel OK...thanks for the info.
Shahjahan Jewel Any chance you could help me out with answers to the questions above? I need to make a decision on our way forward and these answers will help us decide. Thanks!!!
Thomas Oates Just replied.