Well, SimpleDesk was created by a request of someone on this forum, I suppose, so the place where improvements related to it could be suggested, would be this forum, I think.
No, it wasn't. It was created by three members of the Customization Team sitting down one night in the then IRC channel of SMF and deciding to write it, knowing that the helpdesk on this site needed some love.
Any support or problems probably should be reported to simpledesk.net rather than here, though.
@1. Well, this thing is something that really misses from this product, and you gotta admit it, reason why I suggested it in this topic, on this forum, now.
I know. I wrote one for it last year but it wasn't finished and didn't get released. You can probably get it from the Github repository for SD however, wherever that is (I can't remember offhand)
@2. Well, SimpleDesk wasn't, or shouldn't have been created only to have the assign to a simple account a ticket, the most important thing related to it being the privacy it offers, the options it offers for the staff team, to post private information about a case, like IP scans, or such as. Therefore, I don't see why this point has no functionality for SD.
I designed it to replace the helpdesk on this forum, where a single assignee was all that was needed. Two years later I know that wasn't the best thing, but at the time it made sense. Though I've never had a problem using it on professional environments dealing with customers but it's certainly something to be investigated in the future.
In any case, you could create a ticket, not assign it to staff and that way all staff can deal with it as and when (which is the use case originally designed for). I'm not saying that it shouldn't be done, I'm saying that SD currently cannot support it without completely rewriting it, and I also note that there's a number of helpdesk solutions out there that took exactly the same view.
#4. Well, it has all the other topic/reply options, so I thought that adding it wouldn't be that difficult, as the only different thing would be that it'd check the words from the ticket when you reply, or when you even create a new one.
Which are all implemented from scratch and as such would need to be extended individually in multiple places rather than the methodology used in SMF. What I've found is that it's often actually better not to use the spell check in SMF which on modern servers may not work properly (as pspell is discouraged in PHP 5.3 in favour of using enchant)
#3. You obviously didn't understand this point, I will just show you an example of what I meant.
I attached an image to this reply; if you will look at "Tickets Awaiting User Response", then you will see that you don't see the "Assign to" there, along with the others, so that's what I suggested, at this point.
Oh, my bad for misinterpreting what you said.
Why would the 'tickets awaiting user response' block need the person it is assigned to? The point of that block is that any tickets in it are waiting for an update from the user who opened it, not any staff members, so you're not really in need of staff to do anything. That, at least, was the logic behind it, and the fact that there's not really enough room to add any more columns.
It's not a huge matter to extend it, however, knowing how I implemented the block columns system.
Sources/sd_source/SimpleDesk.php
case 'user_staff':
return array(
'ticket_id',
'ticket_name',
'starting_user',
'last_reply',
'replies',
'urgency',
'updated',
'actions',
); case 'user_staff':
return array(
'ticket_id',
'ticket_name',
'starting_user',
'assigned',
'last_reply',
'replies',
'urgency',
'updated',
'actions',
);I bet you that you will find it very cluttered, which is why I seem to recall actually removing it when I first implemented it since I figured it wasn't information that was really necessary at the time.
Except for all these, if you are the one who created it, let me tell you, that you did an awesome job with it, and that it is also very good as it is now.
http://www.simpledesk.net/development/stats/ would certainly explain a fair amount
(I later used the pseudonym Gruffen as well as Arantor)
It was a massive amount of work and were I to do it again I'd probably do a great deal of it very differently, but I have an unpleasant feeling that SD itself won't get most of these things unless someone is really willing to put in a very large amount of time to make them happen.
