how do i get it to default to on hold

ppc · **how do i get it to default to on hold -** 30-06-2006, 08:58 PM

could some one show me how to do this, i want kayako after i reply to a person's ticket to put the ticket into the status "on hold"

Thank you.

richyc · 30-06-2006, 10:50 PM

Login as a Staff member, go to Tickets, click on "Options" (on the Right hand side) and change "Default Ticket Status when Replying".

We have a special status of "Awaiting reply from customer" which autocloses the ticket after 48 hours of no response. Therefore any tickets "Open" or "On Hold" we know we've got to check.

**Digital Mayhem** · 01-07-2006, 12:03 AM

when you login to Staff and click on Tickets there is no "options" option.

You get

Manage Tickets, Search, New Ticket, Predefined Replies, Alerts, Filters, Reports

**bear** · 01-07-2006, 12:48 AM

Sure there is, see the screenshot.

iNETFX - Ben · 30-01-2007, 11:42 AM

Is there a way to enable this if the staff member replies directly via an email (still through eSupport) - rathen than the web interface?

supportskins · 30-01-2007, 12:55 PM

You can create a parser rule to put a ticket on hold if the reply is from the staff member.

iNETFX - Ben · 30-01-2007, 06:41 PM

Great! Thanks very much.

supportskins · 30-01-2007, 07:51 PM

Not a problem

chocholo · 13-03-2007, 11:42 AM

I would like to ask, if it is possible to set this automatic ticket status change for all staff directly in database. I looked into the database, but I can't figure how to do so.

supportskins · 13-03-2007, 02:02 PM

You will either have to set in under each staff preference in the Staff CP or set a Parser Rule for all tickets replied from an email client.

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ppc Offline Member Posts: 51 Join Date: Jun 2006	how do i get it to default to on hold - 30-06-2006, 08:58 PM could some one show me how to do this, i want kayako after i reply to a person's ticket to put the ticket into the status "on hold" Thank you.

richyc Offline New Member Posts: 22 Join Date: Nov 2004	30-06-2006, 10:50 PM Login as a Staff member, go to Tickets, click on "Options" (on the Right hand side) and change "Default Ticket Status when Replying". We have a special status of "Awaiting reply from customer" which autocloses the ticket after 48 hours of no response. Therefore any tickets "Open" or "On Hold" we know we've got to check.

Digital Mayhem Offline Community Moderator Posts: 887 Join Date: May 2005 Location: Henderson, Nevada	01-07-2006, 12:03 AM when you login to Staff and click on Tickets there is no "options" option. You get Manage Tickets, Search, New Ticket, Predefined Replies, Alerts, Filters, Reports

iNETFX - Ben Offline New Member Posts: 21 Join Date: Oct 2005	30-01-2007, 11:42 AM Is there a way to enable this if the staff member replies directly via an email (still through eSupport) - rathen than the web interface?

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	30-01-2007, 12:55 PM You can create a parser rule to put a ticket on hold if the reply is from the staff member. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

iNETFX - Ben Offline New Member Posts: 21 Join Date: Oct 2005	30-01-2007, 06:41 PM Great! Thanks very much.

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	30-01-2007, 07:51 PM Not a problem Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

chocholo Offline New Member Posts: 3 Join Date: Dec 2006	13-03-2007, 11:42 AM I would like to ask, if it is possible to set this automatic ticket status change for all staff directly in database. I looked into the database, but I can't figure how to do so.

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	13-03-2007, 02:02 PM You will either have to set in under each staff preference in the Staff CP or set a Parser Rule for all tickets replied from an email client. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/