News:

Looking for a good read? Check out the SimpleDesk Team Blog.

Main Menu
Menu

Show posts

This section allows you to view all posts made by this member. Note that you can only see posts made in areas you currently have access to.

Show posts Menu

Messages - TexMax007

#1
SimpleDesk Support / Re: Manually Set Ticket Status
December 08, 2011, 11:33:20 AM
That's unfortunate.  :-\ Thanks for the head's up.
#2
What time-line can we expect for the full-blown search feature?
#3
SimpleDesk Support / Manually Set Ticket Status
December 07, 2011, 03:31:03 PM
Hello,

I did a bit of searching and didn't really find a satisfactory answer to this.

When a staff replies to a ticket, it automatically moves to the 'Awaiting User Response' category and visa-versa.

This is not always the best idea. Often times the staff might just want to give the customer a 'progress report' on the ticket and not necessarily need an update from the user. If this is the case, the ticket still needs to be worked on by the staff, but it's not immediately evident because it has been automatically moved to 'awaiting user response'.

I would like to request that the option be given to manually set the new 'status' of a ticket when posting a reply, or be able to just edit the status similarly to the way you can assign it to someone.

My company is evaluating different help-desk software platforms and this is quite a negative in our opinion.

If anyone has a work-around for what I'm asking for, please let me know.

Thanks!