Version 26?

[northwestmsp]

Love some of the new features in the pipeline for Version 26, especially the AUTO-REOPEN ticket on customer REPLY. This is huge for us. ETA?

[Support Team]

Re: Version 26?

Thank you for posting this.

Version 26 has just been released and you can download the upgrade here.

The option to auto-reopen tickets when customers reply is included in this version and will automatically be turned on once you upgraded.

Enjoy!

[nattivillin]

Re: Version 26?

Did I miss a longer list of features? I see ~3-4 features.

Doesn't seem like enough to be a brand new version, more like 25.X.

[Support Team]

Re: Version 26?

Thank you. This is a new version where the system display changes has been a huge project that affect the app significantly. In any case, that's a 2nd release during the pandemic and the next one is already in the making.

Thanks!

[nattivillin]

Re: Version 26?

After upgrading (terminal server setup) users are complaining the interface is pixelated. Censuses is that it looks better before the upgrade.

How do we make use of the new DPI features I read about?

[nattivillin]

Re: Version 26?

I like the idea of reopening a RECENT ticket if someone replies, but we cant have tickets from 13 months ago reopened because someone was too lazy to submit a new ticket.

Tell me there is a way we can configure "reopen ticket if it is less than XX days old"

And if its more than XX days old, we can have an auto response that says "this ticket is closed, pleased open a new ticket".

[nattivillin]

Re: Version 26?

Or a ticket gets reopened that was billed already. Then we send a new bill for some work and they say "we paid for that already"...

[Support Team]

Re: Version 26?

Regarding the pixelated interface while running the application on the Terminal Server - we would like to learn more about the display settings of the Terminal Server and also on the local machine.
You/the users that experience this can email us the screenshots to support @.

As for your other question - currently the option to reopen the Ticket does not support additional conditions for example, by Ticket close date. We will log your feedback on this, thanks for asking.

Hope this helps.

[nattivillin]

Re: Version 26?

Looks like the pixilation experience is based on monitor size. Users with smaller monitors (14-22) are happy with the change. Users with bigger monitors (22+) are not happy.

I am gathering screen shots.

As for the tickets, we disabled the open ticket on reply. The upside isn't worth having random tickets reopened from years ago.

Creating all the conditions for closed tickets will take some work on your end. If you'd like an easier path to make people happy, an auto response template for closed tickets would go a long way. Then we don't need to reopen tickets, we've told people the ticket is closed and to open a new ticket.

[Support Team]

Re: Version 26?

Thank you for the update and feedback. Sure, please email us the screenshot. Thanks.