Handling of tickets
Hi.
I have a question. We many tickets and a two 1/2 support staff. One thing we are running into is we just have these big queues with a bunch of tickets in them. And there is no real good way of know what tickets still need to be handled or not. It just says there are 20 tickets.
Many of the tickets are waiting for a response from the person. I would like a way to sort of have it in a "Waiting for Response" state and then when the person responds it moves it back to "Needs Handling" state. Because right now we have a couple hundred open tickets but alot of them we have responded to and are waiting for a response.
I hope I am clear in laying out what I am trying to do, if you have any questions let me know.
Thx, Dan
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Support Staff 1 Posted by Courtenay on 24 Feb, 2010 04:46 AM
What about your user inbox (top-right, envelope icon) -- does that help?
Will closed this discussion on 18 Aug, 2010 10:10 PM.