Handling of Issues linked to Lighthouse tickets
Hi,
When I have a new issue that comes in to my inbox and I attach a Lighthouse ticket to it, the icon changes from 'pending' to 'assigned' but the issues stays in the inbox. I would expect it to instead move to the Open Issues folder or some other location that wouldn't clutter the inbox. Is this an error or am I misunderstanding the intended use of the assigning Lighthouse tickets? Please advise.
Thanks, Adam
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1 Posted by rick on 02 Jun, 2009 12:40 AM
It's our opinion that you should still respond to your customers after opening a ticket. So even though the state changes from pending to assigned, the issue is still unread. It should show open issues that were responded to last by a customer as well.