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Mike Bielby

Joined May 13, 2021

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Last activity Oct 16, 2021

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Latest activity by Mike Bielby

Mike Bielby commented,

CommentTicket management

Sure, and thanks for the reply. It's true the agent can set the ticket that is now being looked at by R&D, but when we review the defects weekly we want to see only "Open" and > 7 days old with no updates that are not "on-hold". It seems tickets with "on-hold"  status are treated as "Open" and so we get the "Open" and "on-hold" defects.  We don't want to see the "on-hold" ones. We are going to try something on Thursday and I'll update the community then.  Thanks for the reply.

View comment · Posted Apr 20, 2021 · Mike Bielby

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Mike Bielby commented,

CommentTicket management

Wow! this little feature has been in play for 7 years now and I'm not sure it's resolved.  It seems there is a standard use case that everyone that has a development group wants,  but you taking 7 years to understand it/develop it/issue the feature. As an agent I want to set an open ticket to "on-hold" status so that the end customer understand that the ticket is either in the Development team as a bug or a pending feature request (in other words, it's not needing any further input from the customer). We'd like this feature as we run a report of all open issues > 7 days with no input from agent. At the moment that includes all the usual suspects that are in R&D or are with Offer management as feature requests to be assessed. 'urry up with this one please. BTW it's a great product and you should be very proud. Still... we need this!

View comment · Posted Apr 19, 2021 · Mike Bielby

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