"Open ticket but new reply" icon

1 Comments

  • Amie B

    Hi Lotfi,

    Great idea. However, it's not really needed in my opinion. If your agents are ticketing properly, then they should understand what each ticket status means.

    New - Brand new ticket, no one has touched it, no replies from an agent yet.

    Pending - When an agent replies to the customer on the ticket, they should put the ticket in pending. This indicates to the agent they have already actioned it. 

    Open - When a customer replies to an agent's comment, the ticket will move from pending and pop back into Open. The red Open status is an indication to the agent that there is a new reply for them. 

    Solved - Ticket has been solved, no further action required. 

    Best,

    Amie

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