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Is there a way we can put tickets in a "waiting for customer" or the hold status so it goes out of our view, but pops back in (status change back to Pending or something) once it gets a client reply or hits a SLA deadline (ie: 2 days later)?
Something like this: Open New Pending Scheduled In-House Service On-site Service Laboratory Hold Other Client Replied (3) No Client Reply (4) Waiting for Client Waiting for CS Reply (12) Closed Cancelled Completed Edit: I had spaces in front of the sub statuses to indent them, but the post doesn't reflect them. I'm sure you guys get what I'm trying to list out. Waiting for Client is a parent status, like Open or Closed, so we can still filter by Open and see all statuses that need MSP action on them. |
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Statuses cannot be removed from the left side pane, however, when a customer replies to a ticket the ticket is automatically pushed the Inbox, and this is probably the best way to get notified about it.
Hope this helps. |
