Staff have web access to the ticketing system, we have considered adding customer access too. Maybe logging in with the ticket number and an auto-generated password we create for you.
and/or linking showing the tickets on a related login on Clueless (if relevant to link a ticket to a login)
Integrating some system like Kayako would allow customers to see their own ticket history. Sometimes there's helpful advice in an old ticket that you want to read again after a couple of years. Sometimes it's helpful to see the whole thread before replying.
Instead of logging in with ticket number, I'd suggest logging in with the e-mail address used to open the ticket. If that matches a customer's e-mail address, then it can link the ticket to the account. Pre-sales tickets would also appear in the account once their account is live.
I'm not advocating using a system like WHMCS, but the tight integration of tickets and service details is a definite strength of those kind of setups.
We do have our own ticketing system that integrates with our services etc, but the interface for customers is just by email, where as staff here have web and email access and can link in tickets to services etc, they are also monitored and link in to our internal IRC for keeping track of tickets.
From a customer point of view, what is it that you'd like to see? If it's historical access to tickets then we can consider this - all ticket replies are emailed though.
I like how Linode do this. Two tables (Open and Recently closed tickets) with link to All tickets. Columns for ticket ID, subject (they also ask you what machine you're talking about when you open it), status and columns for dates ticket opened and last updated. Then you can click through the whole thread.
I'd ALSO like the ability to add my own note to the line and have my A&A username listed next to them, like staff sometimes do to remind themselves to check the status of a BT change.
On the note front - Customers can add an individual Note to a line - it won't appear in the log section, but is still useful for identifying the line or adding a short reminder for yourself.
I'd like to be able to see the tickets that are attached to my login, including full history - that way, I can see what I've complained about already, and what I need to tell you about.
It also saves me grubbing through my mailbox if I can see what I've already told you.
From what I can tell, AAISP use RT for their ticket system. If they're just using it internally, there'd likely need to be a bit of a clean-up and security audit before they make it live on the Internet, then also potentially integrate the authentication mechanisms, so it'd be a bit of work - but very nice to have for sure.
AAISP Ideas
All the ideas and discussions