We have been using aC for more than a year now. The good news is: more and more of our clients started to accept the fact that, if they want us to do a good job for them, they need to follow our rules. using aC to get things done is the first rule.
Unfortunately, there is a bad news: they can't seem to figure out when to use Ticket or when to use Discussion. On top of that, I have set incoming mails to create ticket automatically, so I always end up a truck load of tickets, some with matters that require extensive discussions.
This will not be so much an issue if Tickets behave the way as Discussions do, but the fact is, once a ticket is "completed", it will be archived and makes it difficult for future reference.
With that, the feature I'm hoping to see in future release, is to allow us to move items between Discussion and Tickets, will this sound like something possible?
Unfortunately, there is a bad news: they can't seem to figure out when to use Ticket or when to use Discussion. On top of that, I have set incoming mails to create ticket automatically, so I always end up a truck load of tickets, some with matters that require extensive discussions.
This will not be so much an issue if Tickets behave the way as Discussions do, but the fact is, once a ticket is "completed", it will be archived and makes it difficult for future reference.
With that, the feature I'm hoping to see in future release, is to allow us to move items between Discussion and Tickets, will this sound like something possible?