Home → Questions →

Issue workflow questions

• Edit

Torea Rodriguez

26 Aug, 2010 03:57 AM

We just started using Tender for our company last week. And I have a few workflow questions...

1. Is there a standard workflow for an issue?
   
2. If an issue is Queued, does it change from New to Pending?
   
3. What is the behaviour/purpose of Acknowledging an issue?
   
4. If an issues is Queued, but not Acknowledged, is there a way to get it to disappear from the main Dashboard listing?
   
5. What causes an issue to be listed under Pending Issues Today?
   
6. Why, when looking at our Open issues, does it list issues that have the last response from a Non-Supporter?

Thanks!
Torea

1. 1 Posted by Will on 26 Aug, 2010 04:06 AM

   

   Hey Torea.
   

   1. Tender is pretty simplified. Workflows are really what you define them to be. A discussion comes in to Tender as "new" then once responded or acknowledged it changes to open, once the user has replied and it's waiting on your support team, it's pending. Lastly there is a closed/resolved state when you mark the ticket as resolved.
      
   2. No, queuing a discussion does not change it's state. You have to respond or mark a discussion as acknowledged to change it from pending to open.
      
   3. Acknowledge just removes the ticket from it's pending state, so it's not in the inbox anymore. It's sort of like marking an email as read.
      
   4. Pending today are discussions that the user has responded to in the last 24 hours.
      
   5. Open is a list of everything that's open, you see what's been responded to and what hasn't. It shows everything that isn't resolved.

   Let me know if you have any further questions or require any clarification.

   • Edit

2. 2 Posted by Will on 26 Aug, 2010 04:09 AM

   

   Oops, I missed responding to your #4.

   1. Tender is pretty simplified. Workflows are really what you define them to be. A discussion comes in to Tender as "new" then once responded or acknowledged it changes to open, once the user has replied and it's waiting on your support team, it's pending. Lastly there is a closed/resolved state when you mark the ticket as resolved.
      
   2. No, queuing a discussion does not change it's state. You have to respond or mark a discussion as acknowledged to change it from pending to open.
      
   3. Acknowledge just removes the ticket from it's pending state, so it's not in the inbox anymore. It's sort of like marking an email as read.
      
   4. No, it must be acknowledged to disappear.
      
   5. Pending today are discussions that the user has responded to in the last 24 hours.
      
   6. Open is a list of everything that's open, you see what's been responded to and what hasn't. It shows everything that isn't resolved.
   • Edit

3. 3 Posted by Torea Rodriguez on 26 Aug, 2010 04:47 AM

   

   Ok. so if we really wanted to make sure we were responding to customers, then it sounds like Pending or New are the ones that should get priority. Anything else may be open, but will have a Supporter be the last responder. Correct?

   And is there any way to filter, or track the metric of Response Time? For example, we would like to know "what new issues or issues which have been updated by a non-supporter are oldest"? Last update time works, but only if we are looking at Pending issues, correct?

   Thanks!

   • Edit

4. 4 Posted by Will on 26 Aug, 2010 07:57 AM

   

   That's correct. New and Pending are really the same thing, one just shows that it has not been responded to ever.

   You can view by the newest or oldest in the pending view, which will show you things in a chronological order. So you are correct with that.

   • Edit

5. Nicole closed this discussion on 17 Sep, 2010 07:37 PM.