Allowing end users to see On-Hold
I am surprised this isn't out of the box.
We are in the process of configuring and deploying a Professional Suite for our org
The use case is that the agents are the operations team, and the end-users are the wider staff seeking support.
It is, in effect, an internal helpdesk for our business.
I have just discovered that On-Hold from the agent's perspective will show a client that the ticket is open.
This seems pretty short-sighted to me. If I was a client at work who had submitted a ticket and the status had been set to on hold, I will be more inclined to find out why and ask what the delay with a third party is. If I just see "Open" I am more inclined to growl the agent and presume my own organization are the ones not following up.
I get that On-Hold would likely come with an update or brief conversation, but I would imagine almost any given end-user out there would understand what on hold meant with a little internal education.
Is there scope to make the client-facing ticket status like for like?
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Just in a meeting and customer required it!
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@...
Is this something that can be reviewed please?
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This would be super useful.
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Tomer Ben-Arye, good document but it's not clear to me when it will be added. Thanks
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Jose, we don't have an ETA announced yet. Since the feature is expected to be in beta (EAP = "Early Access Program") this month, they will need to see what the feedback from that is before they can accurately predict a delivery date. But it is a very good sign that it's headed into testing.
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Is there any update on this? Is this still in testing?
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Nicole Saunders Is there any update following the EAP in June?
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Nicole Saunders, a positive update will be welcomed. Thanks
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The best workaround I have implemented to date is creating a trigger that emails the requester that their ticket is in on hold status when an agent uses that status and explains to them what that often means - including that it will look "open" in their activity. It's not a cure-all but it helps manage some expectations more accurately.
Still, an update to this being something that can be implemented in an on/off format (tick box?) in support admin would be welcome. (EG: "Requester can see on-hold status on/off")
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Hey everyone,
I'm happy to share that our Custom Ticket Statuses EAP is now in open beta. I would recommend taking a look at the following announcement as this new functionality should help get you the results you're looking for.
Let us know if you have any questions!
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I have read through this and it looks to be some custom statuses that Agents can use.
But will the requester also be able to see these statuses - For eg, can they see 'On-hold' when ticket is 'On-hold'? Currently they see them as 'Open'?
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