re-opened by user status - Kayako

IVRnet · **re-opened by user status -** 25-10-2006, 04:28 PM

Hi there, we have an installed version of Support Suite, and we would like to know if there is a way to do this. Whenever anyone replies to a ticket, it automatically gets changed to 're-opened by user' status. We want to make it so that it only changes to that status if the ticket has been closed, if they are replying to an open ticket, it should stay in open status. Can anyone advise me how we can make this happen?

sureshkumar.mr · 25-10-2006, 04:41 PM

Follow the below steps:

Login as Administrator using Admin Control panel
Click on Settings under Options Menu
Edit Tickets under Settings
Change "Default Ticket Status for Client Reply" to Open.

I hope the above should solve your problem.

IVRnet · 25-10-2006, 04:55 PM

Well, yes, this works, but what about having a status where tickets go that are re-opened by the client? I would like to have the ticket status stay in open if it already is open, and change to re-opened by user if it is closed.

sureshkumar.mr · 25-10-2006, 05:43 PM

Users are not allowed to modify the status after ticket submission.

I am finding this one as advantage, but it depends upon once requirement.

IVRnet · 26-10-2006, 07:03 PM

I don't want the users to modify the status manually. Here is what I want.

1. When they reply to an open ticket, it stays in open status.

2. When they reply to a closed ticket, it is placed in 're-opened by user' status.

Can anyone tell me if this is possible?

sureshkumar.mr · 27-10-2006, 03:05 AM

There is no such option available currently.

Even I would like to have this feature implemented.

When it comes to new feature request Kayako has its own policies to include. There are few good features pending from past few years.

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sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	25-10-2006, 04:41 PM Follow the below steps: Login as Administrator using Admin Control panel Click on Settings under Options Menu Edit Tickets under Settings Change "Default Ticket Status for Client Reply" to Open. I hope the above should solve your problem.

IVRnet Offline New Member Posts: 9 Join Date: Jun 2006	25-10-2006, 04:55 PM Well, yes, this works, but what about having a status where tickets go that are re-opened by the client? I would like to have the ticket status stay in open if it already is open, and change to re-opened by user if it is closed. www.ivrnet.com

sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	25-10-2006, 05:43 PM Users are not allowed to modify the status after ticket submission. I am finding this one as advantage, but it depends upon once requirement.

IVRnet Offline New Member Posts: 9 Join Date: Jun 2006	26-10-2006, 07:03 PM I don't want the users to modify the status manually. Here is what I want. 1. When they reply to an open ticket, it stays in open status. 2. When they reply to a closed ticket, it is placed in 're-opened by user' status. Can anyone tell me if this is possible? www.ivrnet.com

sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	27-10-2006, 03:05 AM There is no such option available currently. Even I would like to have this feature implemented. When it comes to new feature request Kayako has its own policies to include. There are few good features pending from past few years.