Hide tickets that have been replied to

[Skeptical]

How do I hide tickets a tech has already replied to? That way I only see tickets I need to answer.

[IntKing]

just put them on hold/closed. In the admin section of esupport (v3), change the customer reply option to put the ticket to open.

[Skeptical]

That is not intuitive. Putting a ticket to hold/closed status even though the customer might reply back? I just want the display to show only tickets that need answering. Ones that have already been answered should be hidden, until the user replies.

[MatthewM]

Why not just close tickets when you reply? Then they are reopened when the customer replies. This is how we have always done it and it seems to work without any problems and helps to prevent clutter.

-Matt

[Skeptical]

That doesn't make sense. A ticket should be closed only when an issue has been resolved, or if the client hasn't responded to it within X days. How come you guys are coming up with these strange ways of doing this? With other support ticket systems when a ticket has been replied to by a tech it is hidden until a user replies back.

[Skeptical]

Anyone from Kayako? I think this is a pretty important feature, so that techs don't have to get all confused looking at tickets that have been replied to already. Also, tickets that don't need to be replied to can be set as "read" so it's hidden, and eventually closed by the cron system.

[tjwalker]

I agree with "Skeptical". It doesn't any make sense, from a customer service standpoint, to close a ticket where the issue has not been resolved to the customer's satisfaction (such as a ticket that you are expecting a response from the customer on).

The way that I'm handling this issue is through custom Statuses. Instead of just having "open, on hold, and closed", I have "Opened, Acknowledged, Pending Customer, Pending Technician, Scheduled (or assigned), and Closed". When the Technician has posted a question for the customer, they would change the status to "Pending Customer". When the customer responds, the status would automatically change to "Pending Technician" (this is how it works in my present Ticketing system, I've not yet implimented this in eSupport V.3, as I'm in the testing phase of V.3).

As far as seeing only the tickets that you need to respond to... it would be nice to be able to build a custom "View" for this (under the Staff section> Tickets> "View all" on the left pane, "Views" (located above the ticket list)). There is a "View options> edit view" there, but I was unable to get it to display only the tickets that have not been responded to.

Hope this helps a little.

-Tim

[Skeptical]

Yes that would be great. Up to now I've been using DeksPro and once you've responded to a ticket it automatically sets it as being "read", so you don't have to look at it anymore, until the client replies. You can also manually set it to unread if you want, or view by read, unread, or all.

I'm surprised Kayako doesn't have this. It really does clutter up the interface to see everything there.

[Skeptical]

Where do you add in custom statuses in version 2? Or is it only available in 3?

[Neil-UKWSD]

Custom statuses are only available in v3.

[Varun Shoor]

Custom Ticket Statuses are the only way to group such replies, This is how all other support desks handle it too.

Some common status to use are:

Open
On Hold
Closed
Deferred
Resolved
Pending
Awaiting Reply
Replied

Regards,

Varun Shoor

[adapter]

can i put as default "on hold" when i reply on a ticket? i am tired every time that i reply on a ticket to select "on hold" to hidden reply ticket

thanks

[internut33]

Go to /staff/ CP - Manage Tickets --> Options Link all the way on the right side.

Default Ticket Status when Replying = set to "on hold"