Hello,
I think it would be fantastic to have an option in the dashboard views to view / filter Pending Issues by category.
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#1 Posted by rick on 04 Feb, 2010 10:05 PM
Yes, this is on the list for sure. We were talking about it earlier
this week actually.
#2 Posted by tj on 04 Feb, 2010 10:08 PM
Awesome.... great news!
#3 Posted by tj on 09 Feb, 2010 06:54 PM
Think it would also be very nice to be able to put tickets in an 'On Hold' status, in addition to 'Open' tickets .... to help organize such tickets that have been responded to by staff, and client responds with a 'thanks I'll be looking for your next reply'. Keeping such tickets out of the 'Pending Issues' box would help with the clutter ...
#4 Posted by tj on 09 Feb, 2010 07:11 PM
Actually, even being able to choose the option to move tickets to the 'Open' box from Pending (in the 'Set a State' selection box) would be helpful.
#5 Posted by rick on 09 Feb, 2010 07:16 PM
Pending isn't really a state, it's just an 'unread' discussion.
Unread means a non-supporter responded last, so a supporter should act
on it.
You can 'acknowledge' discussions to get them out of the pending
queue. We use this a lot for those 'thanks' replies.
We're looking into simplifying some of these states. There are some
unclear ones (Pending vs Open), and unused ones (New and Assigned).
Only Resolved is clear :)
#6 Posted by tj on 09 Feb, 2010 07:58 PM
Ahh.. very sorry, I have seen the 'acknowledge' option but forgot it was
there...
I appreciate that you guys are considering ways of making things easier for
your users. For what it's work, our last ticket system had three states
that made things pretty straight forward: Open (just submitted, or had last
reply sent from user), On Hold (replied to by staff, or put in such a state
by staff or by user), and Closed.
TJ Baker
Team Joomlashack
www.joomlashack.com
#7 Posted by rick on 09 Feb, 2010 08:50 PM
Right, we'll likely just have Open/Resolved. I'm really digging the
new user inboxes too. Pending might just be your personal inbox.
brandi closed this discussion on 23 Dec, 2010 06:08 PM.