Follow-Up question

[danx]

Hi,

one question to the new follow-up feature: how can I show planed follow-ups? this would be useful for cancel or change a planed follow-up.

regards,
Daniel

[Varun Shoor]

Hi Daniel,
The more I think on this, The more I believe this is something that should have been implemented originally.

I will try to get this out in the upcoming CVS.

Regards,

Varun Shoor

[danx]

Hi Varun,

any news about this feature? I cannot find it in the current CVS.

This is really important for the new follow-up feature.

Regards,
Daniel

[supportskins]

The feature does not append signatures, you might want to look it that as well.

[abrender]

Hello,

When we use the follow-up feature, the emails seem to be sent with the From: address of the staff member, not that department & as a result, the replies are going to the staff members instead of the help desk.

Any thoughts?

Thanks,

[Nate_M]

The follow-up feature was a GREAT addition but there are 3 issues preventing my company from taking advantage of this useful feature.

1. No way to reveiw/revise/cancel follow-ups. Once the follow-up is submitted we receive a message that it's been "added to the cue", however there appears to be no way for our staff to review or no way for them to revise or cancel a scheduled follow-up. There's also nothing in the ticket that would indicate to any staff member that a follow-up action has even been scheduled for the future.

2. Posted replys from the follow-up feature are sent using the staff members email address and as a result, if the user replys to the email it goes to the staff member instead of the helpdesk.

3. It appears that the ticket count doesn't follow a status change. For my test, I created one status called "LIVE" and another called "PENDING RENEWAL". The original ticket started with a LIVE status and showed a ticket count of (1) by that status. The follow-up action called for a reply to be posted and the status to be changed to PENDING RENEWAL. When the follow-up action took place the reply was posted and the status was changed, however the LIVE status still showed a ticket count of (1) even though there was no ticket there and the PENDING RENEWAL status showed no tickets even though there was one ticket there.

As I said earlier, the Follow-Up feature was an outstanding idea however, in it's current state it's not something that we can make good use of.

Thanks in advance for your review and consideration of these issues.

Nate_M