Benoît VISEUR

Hello,
There's only 2 options for comments and status permissions in the ticket sharing parameters :

- Make public & private comments; sync status;

- Make private comments; do not sync status.

I think that these options should be splitted :

- comments permissions : make public & private comments / only private comments

- status permissions : sync status / do not sync status

The “do not sync status” option may work like this :

- the open and pending status are opposite : for example, when A share a ticket to B, status “new” and “open” for A are equal to “pending” for B ;  “pending” for A is equal to “open” for B

- “finalised” and “closed” are equal

In our case, our partner is doing the 1st level support and when they share a ticket with us, they are waiting for our answer (so pending on their side but it is open on our side).

Thanks for reading

Hello,

In the end-user view, it is not possible to select multiple statuses simultaneously.

As a result, clients are required to select each status individually, and there is no view that allows them to quickly see all tickets currently being handled by support (e.g., statuses such as new, open, and stand-by).

Hello,

In the end-user view, it is not possible to select multiple statuses simultaneously.

As a result, clients are required to select each status individually, and there is no view that allows them to quickly see all tickets currently being handled by support (e.g., statuses such as new, open, and stand-by).