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Zac

Joined Dec 13, 2022

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Last activity Jan 18, 2023

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Zac commented,

CommentViews, ticket status, and ticket fields

Brett Bowser I have the same issue, please can you advise on how to fix this?

Thanks,
Zac

View comment · Posted Jan 18, 2023 · Zac

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Zac commented,

Community comment Q&A - Objects, workspaces, and rules

Hello Chandra Robrock

I am also suffering from the same issue as Drayson but sadly this doesn't fix my issue.

Part of the problem is that when a customer replies to a ticket in Pending status this doesn't change the status back to open when the CSR needs to respond to this. If this was the case I could just use the open tickets view.

I need a way to easily identify tickets that a customer has responded to and is awaiting a response. If this is possible with a custom view please can you detail / point me to a guide on how to set this up. This, in my use case, is a fundamental view that is essential for providing speedy support. I have seen this feature as part of other customer support tools for example Intercom has a waiting longest view that sorts it by customers that need a reply with the customer waiting longest at the top of the list.

Thanks for the help and look forward to hearing from you.

Zac

 

View comment · Posted Dec 13, 2022 · Zac

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