Task #50
Updated by Maurizio Folini about 1 month ago
Yes, **“new ticket defaults to email”** is a very good next improvement.
Right now FluentSupport seems to allow creating a ticket, but when the agent starts it manually, the flow is not as smooth as a normal email-based support workflow. The next improvements I would prioritize are:
## 1. Default “new ticket” channel/type to Email
Goal:
When an agent clicks **Create Ticket**, the form should already behave as an email ticket.
Ideally:
```text
Ticket source/channel: Email
Customer: required
Subject: required
Message: required
Email sending: enabled by default
```
This avoids the situation where a ticket is created internally but the customer does not receive an email unless something is updated later.
This can probably be done in our plugin in one of two ways:
### Option A — JavaScript UI default
Our plugin watches the FluentSupport create-ticket screen and automatically selects the email-related option.
This is usually easier and safer if FluentSupport does not expose a proper PHP filter.
### Option B — Server-side safety hook
Even better: when a ticket is created by an agent, our plugin checks the created ticket and forces the correct email/customer notification behavior.
This is safer than only changing the visible form, because it protects against UI mistakes.
Best approach would be:
```text
JS sets the default in the form
PHP hook validates/fixes the ticket creation behavior
```
## 2. “Send email” confirmation after agent-created ticket
After an agent creates a ticket, show a small confirmation:
```text
Email sent to customer
```
or, if something failed:
```text
Ticket created, but customer email was not sent
```
That would remove a lot of uncertainty.
## 3. Improve the concurrency badge with action awareness
Currently the badge says another agent is viewing the ticket.
Next level would be:
```text
Ticket already open
by John
```
and later possibly:
```text
John is replying
```
or:
```text
John is editing internal note
```
This would require detecting the reply editor / draft box activity.
## 4. “Assign to me” helper
Since you asked before how to assign a ticket to yourself, we could add a clearer button or shortcut:
```text
Assign to me
```
Possibly near the concurrency badge or ticket header.
## 5. Internal audit/history improvement
A small timeline entry when agents open/close/start replying could be useful:
```text
John opened ticket
Maria started replying
John left ticket
```
Not necessarily visible to customers, only agents/admins.
## My suggested next step
I would do this next:
```text
v15 — Agent-created ticket defaults to email
```
Scope:
```text
1. Detect FluentSupport “create ticket” screen
2. Default the new ticket type/channel to Email
3. Make sure customer notification is enabled
4. Keep compatibility with the existing v14 signature marker [[YDB_AGENT_SIGNATURE]]
5. Add a diagnostic note if the email was not sent
```
This fits perfectly with what we already built, because the plugin already loads safely inside FluentSupport admin and the frontend agent portal.