1. Welcome to the feedback forum. Here's some tips for giving your suggestions the best shot:
    • Search before posting: See if someone else has already posted your suggestion. If you add your support to an existing, you're more likely to bubble up the request.
    • Keep one suggestion to one thread: Try not to club lots of different suggestions together in one thread. Otherwise, people will get confused about what they're voting for and we might miss your feedback.
  2. Kayako Download customers: we will continue to develop and support Kayako Download beyond July 2017, alongside the new Kayako for existing customers.

    Find out more.

  3. The forum you are viewing relates to Kayako Classic. If you signed up or upgraded to the new Kayako (after the 4th July 2016), the information in this thread may not apply to you. You can visit the forums for the new Kayako here.

Completed Force staff to define status change

Discussion in 'Kayako product feedback and suggestions' started by adr132, May 27, 2016.

  1. adr132

    adr132 Established Member

    I"m gonna throw this out there... In our helpdesk env we try to require staff users to add notes when the status of a ticket changes, so other staff members know what is going on. For example if a ticket is on "hold" status, other staff members need to know why the ticket isn't being worked on. Another example would be closing a ticket, we try to require staff members to add resolution notes. As you could guess, the required notes do not always end up in the ticket and we get a lot of miscommunication. If there was a way to force a pop-up question when changing particular statuses, which would produce a note, that would be very useful.

    Gabe W likes this.
  2. Kevin Reed

    Kevin Reed Member

  3. Gary McGrath

    Gary McGrath Staff Member

  4. Kevin Reed

    Kevin Reed Member

    Is this functionality likely to be back-ported into Kayako Download (and if so, any time soon)? We are restricted to using the download version for the foreseeable future, but would consider this to be a massive time saving if it can be made available...

Share This Page