We are back to share some interesting and exciting news about JV-HelpDesk Pro 2.4 version. In this blog post, we are presenting 2 significant features that will help use JV-HelpDesk extend the usability of the help desk system. These include:
- Protected Ticket Access - Group Tickets or Visibility
- Confidential Replies to Tickets
Continue reading to know more!
With JV-HelpDesk 2.4 version, you can now configure user groups in Joomla such that tickets are shared between the users of that group. For example, if you configure Groups A and B for Group Tickets, then members of A can view ticket contents created by any other member in A. Similarly, members of B can view ticket contents created by any other member in B. This provides the facility to run a closed group forum with JV-HelpDesk Pro. Not just that, members of the group can up-vote the ticket indicating they vote for the ticket, and choose to follow the ticket so that they are notified by email when replies are posted to it, and even like other member replies.
You can also configure JV-HelpDesk such that the members of the group can reply to the ticket too! This is what makes it a truly a discussion forum like extension of the software. You can also decide to notify all group members whenever a new ticket is created by a member of that group!
For a ticket to be a Group ticket, the user has to select "Group" as the visibility for the ticket when it is created. You can configure an alert message that will be displayed to the user while creating a Group Ticket so that they know what they are creating in terms of who can view them.
The group ticket will appear in the "Browse My Tickets" tab in site front-end. For other members of the group, it will appear in the "Group Discussions" tab.
With this feature, users can now indicate that their reply to the ticket contains sensitive information in them. The sensitive information could be anything like user names, passwords, tokens, financial information or anything that the user wishes to protect from the public and other group users. As you rightly guessed, this feature is only applicable for Public and Group Tickets, as everything is already protected in a private ticket. When providing the reply, the user can set "Yes" to "Does this reply contain Confidential information", and the reply will be marked as Confidential by JV-HelpDesk.
Content of such replies are shown only to the author of that reply and the staff member assigned to the ticket. Others only see the message "Reply is marked as CONFIDENTIAL and hidden" when they view the reply. Please see the above image for illustration.
To enable "Confidential Replies" feature, the site administrator needs to visit the JV-HelpDesk back-end configuration and set "Allow Marking Reply as Confidential" to Yes. This need to be set separately for Public Tickets and Group Tickets in the respective configuration tabs.