New feature request: A note function support staff can use on helpdesk requests which aren't readable by regular users.
Also, is there any way to change the way the status field is updated? At the moment when you enter a reply to a customers question the status automatically changes to ' Awaiting User Response', but often in support incidents it might take 3 staff updates before you'd require a user reply, i think the status field should be user-set, not automatic.
Also, is there any way to change the way the status field is updated? At the moment when you enter a reply to a customers question the status automatically changes to ' Awaiting User Response', but often in support incidents it might take 3 staff updates before you'd require a user reply, i think the status field should be user-set, not automatic.