Then you're aware of the fact that the system sends emails (as if in response to a client-initiated email - which is incorrect) when you use PhoneView? This is not desirable. Also, using 'PhoneView' for something unrelated is just plain confusing. Especially in large helpdesk setups - imagine having to train people with this kind of confusing terminology.
Um, I find it quite useful; the client then knows their ticket was created, and can then reply to the generated notice to add extra information if they need to, as I recall? (Only used it once) It would perhaps be easier to simply add a checkbox to enable/disable the confirmation email, and have a setting in the config as to whether this should default as on or off?
You're right - a checkbox to NOT send that confusing email, and/or the ability to change that email so that it's more accurate (at the moment it uses the default 'new ticket' auto-response). -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440