Only 'Open' tickets shown?

[Virbis]

Hi.

Currently, we have an active SupportSuite trial and I have installed KayakoMobile (V 3.0.4.5) on my HTC Universal (i-mate Jasjar / Orange SPV M5000/ Qtek9000 - depending on your country and mobile operator), which runs WM5 (build 14847.2.0.0).

Everything seems quite functional, with one exception. Only tickets of status 'Open' appear. As soon as a ticket is changed to any other status using the Staff CP, that ticket is no longer visible within KayakoMobile.

I also notice that any custom status values I create are propagated to the mobile app at the next sync, although again, any tickets of this status cannot be viewed (even with the drop-down selector set to that status).

My question is; is this just affecting me or this particular build, or is this by design?

Any help or advice would be appreciated.

[Ryan Lederman]

Virbis,

Open tickets are the only tickets synchronized with KayakoMobile (of the default statuses) for memory/bandwidth conservation reasons.

However, you should be able to choose which statuses of tickets are synchronized somewhere in the Admin CP in a future version of SupportSuite/eSupport.

Keep your eye on the forums for updates in this regard.

Thanks for using Kayako,

[Virbis]

Ryan,

Thank you for taking the time to respond to my post. As it happens, I have continued to probe this issue and interestingly, it seems that KayakoMobile does already synchronise tickets with a custom status here and now, in this version.

In my case, when inserting new status entries with the Admin CP, I had neglected the significance of the "Display in Main Ticket Listing" setting. If this is set to "Yes" then then the corresponding tickets are synchronised with the mobile client.

The sync appears as expected for these custom statuses; I am able to add notes, billing entries etc. A nice touch, to my mind, is that the status of a ticket can be changed simply by "right-clicking" (or the mobile GUI equivalent) and choosing the new one from the pop-up context menu.

Taking in your comments on this 'missing' functionality being added to the next version, my next question is; is the current functionality stable? i.e. will it persist as it is in this next version so I can purchase now safe in the knowledge our requirements will still be met in the future?

Kind Regards,
Glenn Bullingham