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Client account portal

When a client enters a ticket then goes to History to review the status is there away to NOT allow them to see who entered the notes. In our company if someone see's a name they will contact them directly for more assistance besides our Help Desk.

Ticket 22 in the demo below shows a note being added by J. Admin. I would like to add hide that name from the clients.

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andeporter

When your techs are adding the note, have them uncheck the box that makes the notes visible to the client:

Screen Shot 02-29-16 at 11.34 AM.PNG

typhoon87

I think they want to see the note but just hide the tech name. I do not believe you can do that. Also if the user clicks the ticket it shows the tech name so also defeats the purpose.

brendas

Thanks for the input! I entered a support ticket and they verified that WHD is not capable of hiding a techs name in the notes field.

andeporter

So are we trying to solve a management problem with an IT solution? I see this a lot. In other words, why not just mandate that if the clients contact the tech directly, they will just be referred back to the ticketing system? We do this, and although it was a bit bumpy for a few weeks, the customers are now much happier w/ a defined, followed process.

brendas

I agree. I wanted to see if there was an option to not have to take a bumpy road if I didn't have too but we will set our process and follow the procedures until everyone is on board. Thanks for your input I enjoy getting others feedback.