invisible tickets

[Creanics]

Hi, is it normal that when i'm creating a ticket while connected without a role ("role" customer ?), the ticket is only visible by this user ? admin and agent can't see it

[mpge]

Hey @Creanics - reviewing this :)

[Creanics]

also... how do you create agent ?

[Creanics]

Wait... all tickets have to be assigned to an agent so he can see it ?
thanks automations

[mpge]

@Creanics Are you using the specific admin / agent panel to view the tickets?

Or just the regular /support?

[Creanics]

With the customer account i go to /support and create ticket. After ther i go to /support with the admin account and i got nothing but if i go to the admin panel i can see the ticket

[mpge]

Hey, that's actually expected on /support, that page is the customer view and only shows tickets the logged-in user filed.

Customer-submitted tickets are visible to staff, just on the panel pages:

• Admins: /support/admin/tickets
• Agents: /support/agent/tickets

Just opened #61 which puts a banner on /support pointing admins/agents at the right panel, so you don't need to know the URL to get there.

For your other question, there's no UI yet to flip a user to admin or agent from the panel itself. The plugin reads is_admin / is_agent columns on your host User model. Quickest path today is tinker:

php artisan tinker
> App\Models\User::where('email', 'you@example.com')->update(['is_admin' => true]);

I'm going to add a proper admin -> users page as a follow up so you don't have to drop into tinker for this. Will tag this issue when it's up :)

[Creanics]

Hey, thanks for your explanations, I'm looking forward to being able to use the UI for roles.

Also, i've sen the "escalated_role_user" table, can't you "just" use this table with a join instead of is_admin/is_agent ?