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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.

    thanks
     
    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...
     

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