Confuddled by "assigned" and "ticketed"
I've been playing around with Tender to evaluate it. I'm confused by a couple of things (I suspect that this is me being stupid).
a) When I look at my inbox, the "Legend" shows various statuses, including "assigned". I've managed to cause a discussion to get into each of those states apart from "assigned". How do I do this and what does it mean? I've read the FAQ about assigning a discussion to someone by having them create a "for Joe" queue, but when I put a discussion in this queue, the status remains "new" and doesn't change to "assigned". What am I missing?
b) The "All Issues" dropdown on the LHS contains an entry for "Ticketed Issues". What is a ticketed issue and how do I create one?
Thanks!
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1 Posted by Will on 04 May, 2010 10:52 PM
Hey Paul. There is indeed a bit of UI confusion in there and we hope to clean it up pretty soon.
Assigned means that it's assigned to a ticket using the webhooks integration. Right now, Lighthouse is the only ticketing system we have full integration with. It probably shouldn't be even present in the UI if that syncing/integration is not hooked up.
Queues have no impact on a discussions state.
I'll probably changed the main UI to say Ticketed instead of assigned, as they are the same thing. As to why there were called something different, that is very confusing on it's own, not to mention it's not something that is part of Tender by default.
2 Posted by gary on 29 Jul, 2010 09:44 AM
Using the word 'assigned' in the legend is very, very confusing.
In a helpdesk environment it intuitively means assigned to someone not to a webhook or some such.
Gary
3 Posted by Will on 29 Jul, 2010 09:52 AM
It is confusing. We have an update for that in the admin update that we're working on. It also won't be present unless you are integrating with an external ticket system.
4 Posted by gary on 29 Jul, 2010 10:35 AM
Okay, even so, we do plan to use lighthouse and webhooks. Just changing the wording to 'external' or 'in progress' or 'development' whatever would help. It's the wording that's confusing not the presence.
5 Posted by Will on 29 Jul, 2010 10:43 PM
Yes, that's part of the update, the wording is changing and it won't be present unless you are syncing/linking to something external.
6 Posted by gary on 29 Jul, 2010 10:53 PM
Aha, that's good news, thanks.
Now deconfuddled. Thanks.
Gary
Will closed this discussion on 18 Aug, 2010 11:57 PM.