Tickets

[Blueplanet]

Hi We have been using CommitCRM for a few months and its been great so far.

The biggest item we are having problem with is how tickets are handled.

In our old ticket system, if a ticket was closed and a customer replyed it would apear in back in open tickets. I understand the inbox principle but its not working for us.

If we reply to a ticket can this automatically be moved to a "waiting for customer" folder.
if a customer replys to a "waiting for customer" ticket can this be automatically moved back to a folder "waiting for technician"

also if we look at the tickets "open" folder is it possible for the default sort on "Last External Activity" with the newest at the top?

Paul

[Support Team]

Thank you for posting this and for your feedback.

There may be cases when you may not want that the ticket will get re-opened automatically, for example the customer may simply reply with a "Thank you". Therefore our recommendation is to use the Inbox view to review the Tickets responded by the customer.

Besides, the Inbox is already sorted by Last External Activity date/time that is updated when a customer replies to the Ticket by email or via the Customer Portal.

At this time there is no option to set the sort by the Last External Activity for Open Tickets view.
You can add the column with this field, sort by it and then use the 'Save Windows Configuration' from the Windows menu so it will be loaded sorted when starting the application.

Anyway, we will take a note on your suggestion.

Hope this helps.