Is to possible to add a button "Reply & Keep in Pending"

Christophe 's Avatar

Christophe

03 May, 2017 04:45 PM

Hi,

our support team is located in France and we have some Sales/Marketing in the US, who are doing some basic support from time to time. They also sometimes reply to customers "sorry the support is now closed; support will reply tomorrow", click on "Comment", and forget to move the thread back into pending... So the next day, the support in France just can't see anymore the discussion and it just keep unanswered for days. This is bad...

We try to educate our Sales/Marketing, but even us on the support, sometime forget to keep a discussion in the pending state. This is partly due to the 2-step action (reply, wait for the page update, then "Move to pending".

Do you know if it is possible to add another button beside the "Comment and Close" & "Comment" button, to add a public comment while keeping the discussion in the ending state?

FYI: this is very similar to a previous quite old request: https://help.tenderapp.com/discussions/suggestions/331-keep-in-pend...

Christophe

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