LR Support 1.9.0
The biggest Support update yet: staff get queues, search, priorities and stats, tickets keep a history, and resolved tickets look after themselves.
For staff working the queue
- "Assigned to me" and "Unassigned" views in the sidebar. The queues and status views show a count beside them, so you can see your workload without clicking through.
- See who has a ticket on every row of the list, without opening it.
- Search from the box beside the list title: by subject, by the text of any reply, or by ticket number.
- Unread markers. Tickets with a reply you have not seen yet show a dot and a bold subject, like unread discussions.
- Priority. Mark a ticket urgent or low priority from its menu. Urgent tickets carry a red chip and come first in every staff list.
- Saved replies. Keep common answers in the admin panel under Extensions, LR Support, Saved replies, and insert one from the reply box with a click, then edit it before sending.
- Lists load past the first 25 tickets with a Load More button, like the discussion list. Before, anything past 25 was simply hidden.
On a ticket
- Status and assignment history appears between the replies: who changed what, and when. Members see the status changes on their own tickets but not the internal assignments.
- Change the status from the status pill at the top of the ticket, and hand a ticket to any colleague from "Assign..." in the ticket's menu. Before, you could only claim a ticket yourself.
- A tidier header and ticket list, with status, category and assignee as matching chips.
Resolved tickets look after themselves
- "Did this solve your problem?" When you mark a ticket resolved, the person who opened it can confirm it and close it, or say they still need help. You are told when they confirm.
- Automatic closing. A ticket left resolved for 7 days with no further activity closes itself. Nobody is notified, the history shows it closed automatically, and the owner can reopen it as with any closed ticket.
- A reminder when you are waiting on someone. If a ticket has waited on its owner for 3 days with no reply, they get one reminder.
Both timers are in the admin panel under Extensions, LR Support, Reminders and automatic closing, where 0 turns either off. Tickets that are already resolved get the full 7 days from the day you update, so nothing closes in bulk the first time it runs.
Live updates
With Flarum's Realtime extension enabled, new replies and status changes appear on an open ticket, and new tickets appear in the staff lists, without reloading. Members only ever receive their own tickets, and never an internal note.
Support stats
A new stats view for staff, from Support stats in the support sidebar or your account menu: tickets opened and closed, typical first-response and resolution times, opened versus closed over time, the current backlog, how resolved tickets ended up closed, and a breakdown per staff member, over the last 7, 30 or 90 days. Times and the closing breakdown fill in as tickets move through after the update, since status changes were not recorded before.
Fixes
- Members were offered a "Delete ticket" option on their own closed tickets that always failed. It is gone.
- Status change emails told staff "your ticket" about tickets they did not own. Each email is now worded for whoever reads it.
- Empty status views told staff to open a new ticket. They now say there are no tickets with that status.
After updating
Run php flarum migrate (several migrations add the history, unread tracking, saved replies and priority) and php flarum cache:clear.
Automatic closing and reminders need Flarum's scheduler: php flarum schedule:run running every minute from cron. Without it, everything else works and those two simply never run.
Update
composer update linkrobins/support
Release notes on GitHub: https://github.com/linkrobins/support/releases/tag/v1.9.0
On Packagist: https://packagist.org/packages/linkrobins/support
