Keep-in-Pending Option for replying to discussions
Hi,
I would really like to be able to check a 'Keep In Pending' option when commenting on a discussion that is currently pending.
The 'Inbox' in the dashboard is essentially our queue of things we need to do. I'm finding myself not replying to a ticket to let a customer know we're working on the issue because that will remove it from the inbox and divert our attention from the issue.
I'd like to be able to reply to the discussion without it leaving the Inbox or pending status -- it would allow us to deliver a quick "Hey, thanks, we're on to it..." to give the customer a higher level of support interaction without the discussion getting lost in the general 'Open Ticket' population.
I realise that we could do similar with a custom queue, but to me this is a less elegant solution. We already have the queue for current issues, the inbox -- now we need a way to keep the discussion in their despite an initial reply.
Cheers!
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1 Posted by Will on 05 Jan, 2010 09:29 PM
Thanks for the feedback. I'll pass this along to the team. For now, a queue is really your best option though.
2 Posted by rick on 05 Jan, 2010 09:36 PM
Just out of curiosity, what do you use for a developer bug tracker?
We don't see these issues ourselves because tickets are created in our
bug tracker.
I'm a little hesitant to add yet another check box to the comment
form. Though, having a 'mark as unread' button might be a good idea.
We already have an 'acknowledge' button to move stuff from the inbox
to the open issues area.
Will closed this discussion on 18 Aug, 2010 10:10 PM.