Tickets Plugin 🎟

Thanks for the detailed instructions!
I still hope to use this plugin someday as an option to provide support to my customers (users) - that they would be able to open a support ticket in some way.

Looks to me like you need to enable the plugin. Are you sure you followed all the steps correctly to install it?

It’s alot of fun! Here’s a screenshot to get you on your way. Note the is_ticket to enable the ticket and that you need a tags[] for each tag you want to add. Also, note that to assign tickets via the API you need to do a follow-up call which I have not figured out how to do via postman.

I also found this useful when learning how to use the API: How to reverse engineer the Discourse API

I think so, I have the new Tickets tab in the admin panel and the 3 “ticket_” groups

maybe there’s a conflict with another plugin? can you try disabling the voting plugin temporarily and see if you see the TICKET button when editing a topic title?

Disabling the voting plugin made no difference

What are the correct steps to install this plugin? I just followed the following steps, just like any other plugin: Install Plugins in Discourse

There are also the notes in the OP.

Is it possible you have a typo in the tag group names? Should be tickets_ not ticket_.

Nope, that was just my typo. I did enter a few tags in each group.

there is currently no UI to add tickets in the composer (coming soon)

This one still confuses me as I have no idea how to assign a ticket to a topic

There are three site settings (in addition to the enabled setting)

I’m not sure where these are or if I need to do something.

Here are the plugins I’ve installed:

Well, once you get it working right you will see what we see when editing topic titles. Promise. :sunflower:

Look in ADMIN > SETTINGS and search for “tickets”. Here’s what it looks like for me:

Aside - I’ve just been nudged that it’s time for you and I to get a room. :slight_smile: If this still doesn’t get you on your way and you still need help with getting the ticket button showing up when editing topic title, please PM me.

Consider replying to more people

You’ve already replied 3 times to @GeertClaes in this particular topic.

Have you considered replying to other people in the discussion, too? A great discussion involves many voices and perspectives.

If you’d like to continue your conversation with this particular user at length, send them a personal message.

Thanks everyone … especially @tobiaseigen :grin:

I thought I’d share my solution for others in the future. I had assumed that the fact that the Tickets Plugin shows up as “Enabled” in Plugins it meant that the tickets plugin is enabled. However, it appears that there is another “Enable tickets on topics?” setting. Maybe an idea to add this to the notes above?

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OK, I have edited the OP with my wishlist, consolidating info from various places where we’ve talked about it. Feel free to scale back ambitions or reorganize as you see fit. :seedling:

I updated the notes in the OP to hopefully address this concern. Let me know if you think my fix is good enough or feel free to improve further.

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So far we really like the Tickets plugin, so thanks heaps for creating this plugin @angus!

Its no biggie, but I would suggest adding a “Settings” button in /admin/plugins (which probably should only shows the plugin as being enabled when the “Enable tickets on topics?” is enabled, no?)

Clicking the Settings button in plugins should take the user to:

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This is a good idea and would bring this plugin in line. I will add to the task list… hopefully it’s easy and low hanging fruit.

That said, this is a bit of polish that I think can wait, or maybe someone else can add it. I’d prefer for Angus to devote the limited pro bono time he has to fixing bugs and adding the features to make the plugin more useful as a ticket system. The instructions in the OP are reasonably clear and should be enough to get started. If they aren’t, we can improve the instructions.

@angus I just noticed that the tickets plugin does not have a category on your sandbox to allow people to donate to its development. Maybe this would be a good idea now to allow people to give you encouragement. :wink:

@GeertClaes also wrote to me in a PM that he’d like to be able to rename the ticket system and the ticket tag groups. This presumably could also be made possible using admin settings. It’s not a bad idea and I can see how it would help some communities. But I also see it as a lower priority item. I’ve added it to the task list in the OP.

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Follow-up … to my many earlier posts here … apologies, I don’t mean to spam this thread :grinning:

Anyhow, we are testing re-purposing “Tickets” as “Initiatives” in the context of an “Innovation Funnel”. So, we have renamed “Tickets” to “Initiatives” and Priority/Reason/Status to things that mean something in our process.

Also, no big deal, but maybe renaming “Tickets” to “Tracking” would allow any use of tracking a topic through whatever stages make sense to people? Having “tracking” instead of tickets in the URL would look better (for us) too :grin:

But it is indeed not the highest priority.

Renaming can for almost everything easily be done via “Customise/Text Content” … but I do struggle to find where/how to replace the Priority/Reason/Status in the following places:

  • where does the “{{type}}” come from which is used in the text? > Select a {{type}}
  • where/how can I change the Priority/Reason/Status items in the “select a field” dropdown on /admin/tickets

@tobiaseigen Thanks for the to-do list :slight_smile:

I’ve added a category for this plugin on my sandbox:

Out of that big list, what would you say are the top three items?

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My ideas above are low priority which is fine … but can anyone still provide some advice on my 2 questions? :grin: Where/how to replace the Priority/Reason/Status in the following places:

  • where does the “{{type}}” come from which is used in the text? > Select a {{type}} because I want to rename this too
  • where/how can I change the Priority/Reason/Status items in the “select a field” dropdown on /admin/tickets

@angus I am assuming I write to you here now about bugs with this plugin. Let me know if you prefer our other channels. :male_detective:

We’ve recently started having a new issue that may be a bug… perhaps a change in discourse has affected this plugin. Now, when adding ticket details to a message and adding the helpdesk group to the ticket, it looks like the helpdesk group is added but actually it is not.

Meanwhile, and this is worth testing separately to see if it’s a bug with the assign plugin, the person in the helpdesk group I assign the ticket to is notified about it but does not have access. It seems to me this person should not be notified if they don’t have access to the message.

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@tobiaseigen I’ve scheduled the bug investigations for next week:

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As promised, just took a look at this.

This one should be fixed now:

I’m a bit confused by this one. How did you assign a non-staff member to a message?

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Moderators are staff but do not have access to all messages. Hence the need for a helpdesk group.