Server Information
osTicket Version v1.10 (901e5ea)
Web Server Software Microsoft-IIS/6.0
MySQL Version 5.7.18
PHP Version 5.4.9
I am looking for a way to force an agent to click a confirm (or cancel) button once he has clicked the Post Reply button on a ticket to force the agent to read over what they are about to post to the client.
The backstory is that an agent wrote a tirade about a frustrating client he was dealing with in reply to a comment by our CEO but, instead of using Internal Note, he used Post Reply. The client is now understandably cheesed off.
This is not the first time such an error has been made, and I am looking at ways to mitigate this type of faux pas.
Cheers,
Brett