Kerrus

Hi. Recently, my company has begun using your product, which is easily one of the most professional all-in-one setups I've seen to date in the industry, and leagues ahead of our crummy old in-house software we used previously. While reviews are glowing all around, there is one issue we've run into that is somewhat annoying. Currently we are able to define categories to apply to tickets, ranging from the default of open and closed, but also in progress, and various escalations so that our senior staff can reply to tickets that fall under their departments. However we have noticed that when a customer replies to a ticket, it automatically updates it to the 'customer replied' category, which overrides the previous setting. for instance, if I escalate a refund request to billing, via flagging it with the 'escalation - billing department' category, and a customer replies to the ticket, it sets the category back to 'customer replied', rather than 'escalation - billing department'. A ticket doesn't seem to be able to have multiple categories at once, and there doesn't seem to be any way to lock a ticket to prevent customer replies within a period without closing it (at which point it would be in the 'closed' category, not the 'escalation - billing department' category) While this is not a major issue as long as our staff members are maintaining their work logs, it is causing something of a problem for our department audits, because the ticket sorting is not accurately reflecting staff responses- 80% are listed as 'customer replied' because most customers have very small attention spans and reply constantly for updates. Any assistance with this issue would be appreciated.