Tickets Follow up -> Indicate if follow up action set for ticket

Nate

A couple of builds ago a "Follow-Up" tab was introduced which allows us to schedule ticket actions for the future. This was a GREAT idea but in it's present state, it's just not something that we can make effective use of. Here's why:

1. When you schedule a follow-up action the system says it's been added to the queue. As far as I can tell, you can't veiw this queue so your follow-up items can't be viewed or more importantly edited. There needs to be a way to view, delete or revise follow-up actions.

2. When a follow-up action is scheduled, there's nothing in the ticket that indicates a follow-up action has been scheduled. The only thing we can do is post a note so that any staff member viewing the ticket will know that a follow-up action has been scheduled.

Thanks for a great product and if anyone else has any thoughts on making the Follow-Up feature better, feel free to add.

Nate

**Jamie Edwards** · 14-04-2007, 10:35 PM

Hi Nate,

I believe the follow-up queue view has been suggested and is planned to be implemented. I have no ETA on that, though.

rrnworks · 16-05-2007, 04:02 AM

Any progress on this? Also, can follow up actions (and any ticket for that matter) be created as a calendar event?

MarkIngles · 11-07-2007, 02:59 PM

I would really like to see this too please.
Mark

Doug I. · 21-08-2007, 06:21 PM

I too like this followup feature, but it does seem useless if you can't tell a followup has been assigned to a ticket and you can't make changes to it (i.e. remove a followup, edit a followup, or view existing followups to be certain that its actually there).

I am on the latest 3.11 and don't see anything to handle the follow up queue.

This a nice feature that has basically been left half-finished. I can't rely on just hoping that the follow up is in the queue and being sent by SupportSuite.

Later,
Doug

sabrina · 23-08-2007, 02:04 PM

I'd like this feature too. For now I'll try to find a way to edit this in the mysql database, but a decent way to edit follow-up actions is very much wanted!

closet · 27-10-2007, 09:45 AM

I agree, this really does need to be implemented.

kayaker · **I concur -** 30-11-2007, 09:14 PM

I could really use this feature, but it is not reliable if it can't be monitored or edited.

It seems odd to go through the trouble of implementing something, then fail to make a few critical forms that make it usable. Why waste the effort?

craigbrass · 01-12-2007, 09:00 AM

It is in Will Implement in V3 so should be done shortly.

**Jamie Edwards** · 01-12-2007, 11:23 AM

Quote:

Originally Posted by kayaker

I could really use this feature, but it is not reliable if it can't be monitored or edited.

It seems odd to go through the trouble of implementing something, then fail to make a few critical forms that make it usable. Why waste the effort?

We will be implementing this in one of the upcoming builds, but it will not be 3.11.02 which is due out shortly - most likely it will be the one to follow it.

gdigrego · 02-04-2008, 09:08 PM

Hello,

Any update on this? We are running 3.20.02 build but I could not find any followup queue view.

Thanks.

**Jamie Edwards** · 02-04-2008, 09:08 PM

Hi there,

It has not yet been implemented, and is still listed under Will Implement (V3)

ecornet · 03-04-2008, 12:23 PM

I've instructed my staff not to use followups because of our inability to easily track them. But if they are created, under which database tables are followups stored?

Casey Rousseau · 03-09-2008, 05:18 PM

Bump. I would value this feature. Thanks.

***John Haugeland*** · 03-09-2008, 07:17 PM

Things in "will implement" don't need bumps, for obvious reasons.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes	Rate This Thread
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode	Rate This Thread:

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Email Reports From Kayako in VBS	colmtourque	Developers & Code	1	31-12-2007 10:06 PM
problem !	graziano68	SupportSuite, eSupport and LiveResponse	2	08-11-2006 07:07 AM
Swift CLI problem	joshopkins	SupportSuite, eSupport and LiveResponse	2	02-09-2006 06:12 AM

rrnworks Offline Member Posts: 46 Join Date: Oct 2005	16-05-2007, 04:02 AM Any progress on this? Also, can follow up actions (and any ticket for that matter) be created as a calendar event?

MarkIngles Offline New Member Posts: 12 Join Date: Mar 2007	11-07-2007, 02:59 PM I would really like to see this too please. Mark

sabrina Offline New Member Posts: 9 Join Date: Oct 2006	23-08-2007, 02:04 PM I'd like this feature too. For now I'll try to find a way to edit this in the mysql database, but a decent way to edit follow-up actions is very much wanted!

closet Offline New Member Posts: 11 Join Date: Oct 2005	27-10-2007, 09:45 AM I agree, this really does need to be implemented.

kayaker Offline New Member Posts: 3 Join Date: Oct 2007	I concur - 30-11-2007, 09:14 PM I could really use this feature, but it is not reliable if it can't be monitored or edited. It seems odd to go through the trouble of implementing something, then fail to make a few critical forms that make it usable. Why waste the effort?

craigbrass Offline Senior Member Posts: 5,553 Join Date: Jun 2005 Location: Cumbria, UK	01-12-2007, 09:00 AM It is in Will Implement in V3 so should be done shortly. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

gdigrego Offline New Member Posts: 15 Join Date: Mar 2008	02-04-2008, 09:08 PM Hello, Any update on this? We are running 3.20.02 build but I could not find any followup queue view. Thanks.

ecornet Offline Member Posts: 159 Join Date: Feb 2008	03-04-2008, 12:23 PM I've instructed my staff not to use followups because of our inability to easily track them. But if they are created, under which database tables are followups stored? VoiceWay IP Telephony for Business and Residential

Casey Rousseau Offline Member Posts: 94 Join Date: Aug 2008 Location: Connecticut, USA	03-09-2008, 05:18 PM Bump. I would value this feature. Thanks. Casey Rousseau Prophesy Transportation Solutions, Inc.

*John Haugeland* Offline Developer Posts: 534 Join Date: Dec 2007 Location: Idaho	03-09-2008, 07:17 PM Things in "will implement" don't need bumps, for obvious reasons. John Haugeland (john.haugeland ]at[ kayako.com) ------------------------------------------------------------------- New to the forum? New user's guide here. Submit a bug report here. Submit support tickets via the members area. Submit sales queries either via live chat or via e-mail.