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Better Organization Through Tender

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Jess Pendley

21 Nov, 2013 03:13 PM

Hello,

I have joined a support team that uses Tender to handle their support questions and - through GitHub Issues - ticketing. At the moment, we don't have a clear way to separate new issues, issues that are opened and unticketed, and ticketed issues waiting for review from our Dev team.

I was hoping that you might have a suggestion or two on the best way to go about handing this as organically as possible.

Thanks for your time.

1. 1 Posted by Julien on 22 Nov, 2013 02:19 AM

   

   Hi Jess,

   If you go to all discussions, you can decide to show only "open" discussions (they don't have any ticket), "ticketed" discussions (they have a ticket, and the discussion is still open), and "closed" discussions. The status "new" (no reply from staff yet) is not available in the UI directly, but is available through the API.

   Can you tell me a bit more about the workflow you want to create? Ie, if you can get an easy list of those, what will you do with those discussions. That would help me understand the problem better and suggest a solution.

   Thanks!

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2. 2 Posted by Julien on 22 Nov, 2013 02:20 AM

   

   With a screenshot, it's better.

   • Screen_Shot_2013-11-21_at_6.20.05_PM.png 18.3 KB
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3. Support Staff 3 Posted by brandi on 27 Nov, 2013 01:35 AM

   

   Hi Jess,

   Just following up to see if you could describe your workflow a bit more. We may be able to offer a better solution with a bit more detail.

   Thanks!
   Brandi

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4. 4 Posted by Jess Pendley on 04 Dec, 2013 03:47 PM

   

   HI Brandi--

   I apologize for the delay in response, it took me a bit to drag what was
   really wanted out of everyone. :)

   Ideally, when looking at "All Discussions" it would not show discussions
   that are pending, in spam, or in a designated queue. We'd like a way to
   separate discussions that are open and have been responded to but aren't
   ready to close.

   So when we click "Pending" it would only show brand new discussions, and
   we'd have a way to view open discussions on their own as well.

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5. 5 Posted by Julien on 04 Dec, 2013 05:53 PM

   

   Hey Jess,

   There is currently no way to see "open discussions not in pending or in any queue". Why would you use such a list for? Ie, what is the end goal? I may still be able to suggest a solution for you if I understand better what is it that you are trying to achieve.

   Thanks!

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6. Support Staff 6 Posted by brandi on 11 Dec, 2013 06:32 PM

   

   Hi Jess,

   Just following up to see if you could provide us with a bit more insight to your workflow.

   Thanks,
   Brandi

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7. 7 Posted by Julien on 18 Dec, 2013 07:47 PM

   

   Hey Jess,

   Just following up to see if you still needed help with this.

   Thanks!

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8. brandi closed this discussion on 20 Dec, 2013 08:04 PM.

9. Jess Pendley re-opened this discussion on 17 Jan, 2014 04:57 PM

10. 8 Posted by Jess Pendley on 17 Jan, 2014 04:57 PM

    

    Hi Julien,

    Sorry for the ridiculous;y delayed response, but I think we're good with
    this one now.

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11. Nicole closed this discussion on 17 Jan, 2014 05:38 PM.