Delete pictures | Voters

Delete pictures

Keith G.

If a customer is messaging pictures and they have multiple tickets, the picture goes into the last ticket they had if they are using the number and not the app. I have to download and drop the pictures to the correct ticket, but can't delete them from the original.

December 6, 2021

Ian Zimmerman

marked this post as

open

Keith G.

This is still an issue. A few times now something is shared, and it can't be deleted. A new ticket has to be created, relevant information copied and pasted, then the ticket affected is deleted. If a picture or a comment could be deleted the problem would be resolved. Whether it is pictures from the wrong ticket, unrelated, or an accidental picture, they jumble up the ticket when sharing.

Keith G.

This is the response I got from a meeting on Wednesday the 11th.

While I understand the picture/comment can't be deleted from a text, it should be able to be deleted on the ticket on our side. What we share from the ticket should be editable.

Ian Zimmerman

marked this post as

under review

Ian Zimmerman

Hi Keith G.... We'll take a look. Just curious on a couple of your points about images going into the wrong ticket. There are two scenarios when a new ticket is created... 1.) when all tickets with that customer are closed or 2.) if an open ticket has had no activity for more than 7 days. So I would suggest making sure that you are closing tickets when appropriate so when a message comes in it would create a new ticket.

Let us know if this is not what you have been experiencing.

Keith G.

Ian Zimmerman: If a technician is just texting the number and not going into the app, their text and pictures go directly into their last ticket. So if I have a tech with 5 tickets, and he texts, it goes into the last one he was in. If they choose a ticket in the app it doesn't cause an issue. When they are on a jobsite and send multiple pictures I get this issue. I move each picture and create new tickets, but the originals stay with the first ticket. We have techs that open multiple tickets per day, or have to wait for parts to complete repairs. If they call it creates a new ticket and I can merge it with an existing or use it as new. It is the text that creates the most issues with pictures and unrelated comments. There is also the scenario where they just choose the wrong ticket and send several pictures. That is on us, but would be simple if we could just delete.

Keith G.

Deleting pictures needs to be a priority, if the wrong picture is added and you escalate to CCMS it becomes an explanation about why multiple machines are on a ticket. When a tech texts, it goes to the most recent ticket and adds it. Not to mention the chance there is something that should not be sent.

Dustin J Deaton

Keith G.: This needs to be DONE! I had a New Customer Accidently upload a personal pic of his wife that was inappropriate, We had to Delete the entire ticket and start over. When this happens, important info gets missed and or lost in the process.

It was purely an accident he was trying to upload a group of photos on his issue, but completely embarrassing situation for the Customer.

Dustin J Deaton

I would like to renew this request for review, given my statement above. Could you at least allow an individual with "Manager" status the ability to Delete a Comment and/or Picture from a ticket?