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Kia Sanders

Joined Jan 04, 2022

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Last activity Jan 04, 2022

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Kia Sanders commented,

CommentViews, ticket status, and ticket fields

Is there any update on this? To add to the use cases, I lead an IT team. We get onboardings weeks or months in advance, and I'd like a custom status to separate those from Pending and On Hold. They don't need their own queue, they just need to be put on the back burner in some significant way, while still remaining visible next to the IT team's other tasks, so we can manage staffing and inventory, etc in daily standups. 
We currently use Pending to mean: this is Pending a user response, and we should check back in if we don't hear from them in x amount of time. 
We use On Hold to mean: This is pending a response from a vendor, a third-party, etc and we don't expect to hear back for a while. It doesn't need to be monitored daily, like the other tickets, but we still need to keep a conversation moving towards an end resolution. 
Having an Onboarding status would allow us to structure the workflow more effectively. An agent could come in to work, "Play" through the open tickets to take care of new, open, pending, etc; with a logical flow that leads them from most, to least pressing. 

I'd also change the name of the "Open" status as it can be confusing. To us a ticket is Open until it's Solved. I'd rather break things out in the way Alan described ^:

  • Pending User
  • Pending Agent 
  • Pending Vendor

View comment · Posted Jan 04, 2022 · Kia Sanders

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