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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 171 Join Date: Feb 2008 Location: Netherlands | Adding labels clears due time? -
10-04-2008, 11:46 AM
Hi, When a staff member replies to a ticket it will clear the due time. Same goes for changing the status of a ticket. Now I have 4 tickets where the client is the last replier. Those 4 tickets all have 4 different labels. For some reason those 4 tickets do not have a due time. The status of those tickets are "Open" and "On Hold". Is this because they have labels? If not, what else could clear (so no reset) the due time? |
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(#2)
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| Member  Posts: 159 Join Date: Feb 2008 |
10-04-2008, 02:30 PM
I just tried it on mine: Created a new ticket Assigned a label Replied - due time still there changed the status - due time still there... I believe there is an option that will Clear due time on staff reply. Also the option to "reset due time on status change". If it is set to Yes it will clear the due time |
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