Help with Workflow

[limbo]

Since starting to use SS, it has seemed to be a little awkward in the workflow of it.

For example, when you reply to a ticket, it just stays in an open status unless you manually change it to something else. So you really don't know when ticket is waiting on a customer reply. And using Status is probably not the best way to deal with this anyway?

Maybe the best thing is to use a "Ticket State" field...

What I would like to see done is that when you reply to a ticket it goes into a "Awaiting Customer Relpy" state. Then when the customer replies, it goes into a "Awaiting Staff Relpy" state.

Can this be done?

[Siora]

This can be done already.

In ticket view, select options (in Staff CP). You can then change there what the status should change to when staff reply to a ticket.

In admin CP under ticket settings, you can select what to change the status to when clients reply.

[limbo]

So this would apply to the Status then right? I would need to create new status entries to handle my setup.

Also - does every one of my staff people have to go to their Options and set that Status setting? Or is that something that can be done via Admin for all. That will be a real pain to have to have them all do that!!

Thanks!

[Siora]

Yeah but thats easy to do and does exactly what you want, unless I misunderstood your need.

[limbo]

I agree, but it is a bit of a problem to have to make sure each staff rep sets their options properly. Would be nice to be able to do that as an Admin.

[Siora]

Originally Posted by limbo

I agree, but it is a bit of a problem to have to make sure each staff rep sets their options properly. Would be nice to be able to do that as an Admin.

Thats a very good point. Both options should be controlled via the admin panel.

[limbo]

Can we get this moved into a Feature Request maybe?