After the switch to the new system we've lost several important features, namely:
-The tickets are gone. Emailing the ticket number is not the same, it's worse and more difficult to manage
-The tracking is gone. We had a way to see all our tickets with a status for each ticket. Now I have to ping the helpdesk each time I want to check if the ticket was solved or not.
-The file attachment during chat is not working properly. The helpdesk agent has to "allow it". Some agents don't even know about that feature (!), sometimes it just plainly doesn't work.

The old system had those thing working. I don't know the reasons, but the new one is simply worse from my point of view.

So I would like to ask 3 things:
1) Please fix the ticket tracking. Each ticket should be listed in a special section on the site, with the ability to review the whole ticket history.
2) Please fix the file attachment
3) Please teach all helpdesk agents on how to work with the new system.

Thank you!