Three of the more noticeable things that we did was to:-
#1 - Add in extra filters to the open tickets. This is an incredible time saver over the original script. Now you can also select by "Awaiting Admin Response" to show you only the open tickets that are awaiting an answer from you.
This is a godsend when your support desk becomes busy. I really don't know if I could have kept my sanity without this one feature alone. It was well worth all the testing and tweaking we went through to get it working correctly.
#2 - Allow the linking of multiple users to a department, and multiple departments to a user. The old script took an "all or one" approach, you could either be responsible for all departments or one of them, but nothing in between.
Ticket Desk Pro now allows you to select and allocate multiple departments to a user, which is very useful if there's some parts of your support system you don't want everyone to have access to.
#3 - Add in Standard Responses. Hallelujah!
You can now create a standard response, which when answering a ticket can be selected from a drop down and added to your answer just by clicking the "Add" button.
So you can either create complete answers to the same question, or create snippets of standard responses and add each one in turn to an open ticket until you've built a complete answer to the ticket.
I can't even begin to tell you how useful this is. If I lost this one feature, I'd probably want to use a different script, it's that good.
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