Helpdesk Ticket Recipients Feature + Ticket Time zone Bug

[safvanhuzain]

Hello @sumitbhanushali We are in the process of using Frappe Helpdesk for our customer issues and we noticed some important feature or bugs on the platform. We are fixing them ourselves now by creating a fork because we need to do it immediately as it is important features for us. We would also appreciate if we can merge this fork eventually so that they can be included with the Frappe regular upgrades related to helpdesk. Otherwise, if you offer to add this new feature & bugfix in the next couple weeks, then we will wait for it no problem.

1. Editing Recipient in Helpdesk Portal: We have noticed that there is currently no option to edit the recipient in the Helpdesk Portal. Occasionally, our agents need to make an internal reply on client's ticket to another internal team member or even multiple team members. Sometimes we also need to reply to the client and copy a team member in the response. Currently the ticket replies default to the creator of the ticket and we have no capability to CC someone or have internal conversations on those tickets. Note that the internal conversations are private and should not be visible if the client would be to open this ticket on the helpdesk. Any suggestions or comments related to the code changes would be appreciated.

2. Creation Time Discrepancy: Another concern we have observed is related to the creation time of tickets. When a ticket is created, the system sometimes displays an incorrect creation time. For instance, if a ticket is generated now, the system may inaccurately indicate that it was created several hours ago. It seems it is using the system settings time zone but it should be using the user settings time zone.