Since evaluating, I have had 2 people ask about how to do a 'call' with Cerb4.

We are planning to do a 'Call Logging' plugin in the next update (which would act like tasks, but for phone calls). I'll go ahead and turn this issue into a placeholder for it.

Added to the roadmap and assigned to myself.

Pancho in the forums was asking about call logging. Here's a reminder to update that thread when completed.

http://www.cerb4.com/forums/showpost.php?p=9226&postcount=5

http://www.cerb4.com/forums/showthread.php?t=1344

The latest post from 'wayner' in this long debated thread, asked once again if we ever implemented this general quesiton:

"When logging messages on behalf of someone, do the requesters get an email indicating that a new ticket has been opened on their behalf and is it configurable?"

If possible it would be nice to tackle the "inherent" problems when we implement the official "call logging" plugin. This is just a reminder to see if we can put something together that can finally substitute for the issues people ran into when trying to use 'log message' (now 'open ticket') to record calls. Some of these issues were filed in JIRA here:

CHD-606
Using "send mail" to log calls doesn't allow you to give the recipient their ticket mask

CHD-621
Log message should differ with the display message than Send Mail

CHD-845
[Log Message] Allow new ticket auto-response to be sent when logging messages for a customer

All three issues are still pending. Note that the last one was closed immediately due to some disagreement at the WGM offices.

http://www.cerb4.com/forums/showpost.php?p=9455&postcount=1

I just pointed another inquiring user to this JIRA request who was asking why the Support Center won't show a customer's "logged tickets" in their ticket history. This probably goes hand in hand with CHD-621 since 'open ticket' sets the Helpdesk to "first wrote". I told him, just like my last comment, that call logging may be a worthwhile alternative to try upon release. Basically no guarantee this magic plugin will fix anything but come get our attention when it's out and we'll see what the design makes possible.

http://www.cerb4.com/forums/showpost.php?p=9467&postcount=2

Another user in yet another thread asked a similar question to the others today. (Three in the same day, I'm starting to wonder what's going on). Anyway Micheal is a new user and was confused on why 'open ticket' does not generate an auto-response with the ticket number back to the customer. This is a deal breaker for him so if we plan to ever address this, please let him know.

For now I've pointed him to this issue in JIRA, to see if call logging is a potential answer.

+1
http://www.cerb4.com/forums/showpost.php?p=14187&postcount=2

Implemented in 5.3