Having the ability to add a quick update on trouble ticket was a need our support team were looking for. They also wanted this note to be made available for internal team and not have it displayed on the customer portal.
Well, it was an interesting problem for us to solve. While analyzing for the solution we thought taking advantage of Ticket History section. A quick link (Update Progress) was provided on the DetailView to take the note and on save it was added to the Ticket History section.
You can find the extension on the marketplace: TTProgressUpdate for vtiger CRM 5.1.0
Now this quick note is serving as a knowledge-base on each of the ticket!
