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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