How do you create a new discussion as pending
I just clicked "Create a Discussion" and added a watcher and some details. The discussion was created, but isn't in the pending tab. I have to view "All Discussions" to see it. How can I get this into "Pending". Seems like a pretty standard case where a client calls in and you need to create a support ticket for them, but it hasn't been solved and the client shouldn't need to respond to something for it to show up as pending. Right now, we have no visibility that the ball is "in our court" and we need to act on a discussion.
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1 Posted by Amanda on 30 Sep, 2011 05:40 PM
Eric,
Pending means "the customer/client is the last person to have responded to the discussion". If you are creating the discussion as yourself, it won't show in the pending view. That said, if you forward a customer email into Tender from a support staff address, it should appear as a pending discussion started by customer.
2 Posted by Eric Jones on 30 Sep, 2011 06:22 PM
But the customer called in and wanted me to fill out the ticket. I have to believe this is a pretty normal case. I should be able to change the status.
Eric Jones
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3 Posted by Amanda on 30 Sep, 2011 08:16 PM
I will make a ticket to reflect your request. Thank you for your feedback.
Amanda closed this discussion on 04 Oct, 2011 07:41 PM.