Ticket re-open option in a user's support account?

kevintufts · **Ticket re-open option in a user's support account? -** 11-05-2007, 07:21 PM

I have noticed that there is no open to re-open a ticket in the Kayako end user's support account. Is there a way to give users the ability to re-open a closed ticket. So far, it seems like you can view and respond to closed tickets in the support account but the ticket does not show/re-open in the support desk.

Any ideas?

richm · 11-05-2007, 07:28 PM

I think this is controlled by:

Staff CP | Users | Manage Groups (choose the group) | Can Change Ticket Properties | Yes/No

HTH,

Rich

supportskins · 11-05-2007, 08:28 PM

You need to make sure you are using the latest build to use this feature.

kevintufts · 11-05-2007, 08:48 PM

Rixm,

Thanks for pointing me in the right direction.

The location to do this is
Staff CP > Home > Settings > Tickets > Default Ticket Status for Client Reply (Options are listed in the drop down)

Thanks again for the pointer.

Siora · 11-05-2007, 08:54 PM

Quote:

Originally Posted by kevintufts

Rixm,

Thanks for pointing me in the right direction.

The location to do this is
Staff CP > Home > Settings > Tickets > Default Ticket Status for Client Reply (Options are listed in the drop down)

Thanks again for the pointer.

I think you mean Admin CP > Settings > Tickets > Default Ticket status for client reply.

This is not found within the Staff CP.

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supportskins Offline Senior Member Posts: 3,858 Join Date: Aug 2006 Location: Mumbai, India	11-05-2007, 08:28 PM You need to make sure you are using the latest build to use this feature. 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/

kevintufts Offline New Member Posts: 4 Join Date: Jan 2007 Location: Cleveland, Ohio	11-05-2007, 08:48 PM Rixm, Thanks for pointing me in the right direction. The location to do this is Staff CP > Home > Settings > Tickets > Default Ticket Status for Client Reply (Options are listed in the drop down) Thanks again for the pointer.