You know how on bbPress, a reply will bump the thread back to the top of the forum? How can I implement that in WordPress?
I'm trying to tweak WordPress to make it function as a Customer Support Ticket Request System. So far I've tied together the P2 theme, integrated with gTalk & SMS over ping.fm, and I'm missing this forum thread-like behavior.
I've tried a number of OTRS software, and they all assume that each ticket is atomized, that is, one customer should only know about their own ticket. Each ticket is atomized. I work in a small nonprofit and I want all customers to see each others' ticket, in the most open way possible - that way, I avoid repeat Q&A's when a company-wide situation arises, and also want each customer to know how many and what kind of tickets are sitting in the queue before them, so that they may have an idea of what to expect. I also want the tickets to become immediately searchable and build into a KB navigable via a tag cloud.
One last thing (besides digging into P2 to add author change and tag change fields into the front-end AJAX editing) is the ability to bring posts with comments to the top. I think it could be accomplished by one of two ways:
1) tweak the loop so that if there is a comment or more in the post, then pick the most recent comment, and assign the comment's timestamp value to the post, and then sort by that variable. (This sounds hard to implement and unnecessarily convoluted)
2) change the commenting function so that it also modifies the post's timestamp to match the comment's timestamp.
So I'm trying to implement #2.
Any thoughts? I'm not even sure which file to start digging in the first place - especially since P2 is so heavily modded. The initial setup is at http://krcla.org/support/ although as you can see there's nothing special on the front end - although posts were made via cell phone.