Juanzo Posted July 4, 2011 Share Posted July 4, 2011 I think that it would be much more usable if, by default, when you visit the support ticket page (WHMcs/admin/supporttickets.php), we shoud not only see the ones with the status "Awaiting reply". We should also list the "Pending" and "In Progress" tickets, seems the 3 of them involves that we admins have a pending issue to resolve. What do you guys think? 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted July 4, 2011 Share Posted July 4, 2011 We should also list the "Pending" and "In Progress" tickets, seems the 3 of them involves that we admins have a pending issue to resolve. What do you guys think? Personally, I'd prefer to see "All Active Tickets" by default. 0 Quote Link to comment Share on other sites More sharing options...
Juanzo Posted July 4, 2011 Author Share Posted July 4, 2011 Thanks for the feedback scurrell. How do you keep track of tickets with "On Hold" and "In Progress" tickets? Or maybe you just don't use those status? 0 Quote Link to comment Share on other sites More sharing options...
scurrell Posted July 4, 2011 Share Posted July 4, 2011 Thanks for the feedback scurrell. How do you keep track of tickets with "On Hold" and "In Progress" tickets? Or maybe you just don't use those status? They both display in the "All Active Tickets" list. 0 Quote Link to comment Share on other sites More sharing options...
SilverNodashi Posted July 4, 2011 Share Posted July 4, 2011 I agree, this is a must-have feature. All our staff use the "All Active" tickets option, but you need to set it EVERY TIME you login to WHMCS. The "All Active" option allows you to basically see all tickets which are not closed, i.e. open / client answered / on-hold / in progress 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted July 4, 2011 WHMCS CEO Share Posted July 4, 2011 For an active desk such as our own, the "active" tickets totals over 4000 at any one time so having all of those displayed by default wouldn't be very workable. But you can customise what ticket statuses are included in the awaiting reply view to fit your exact needs in Setup > Ticket Statuses so you can modify it to include On Hold and In Progress statuses if you like, or you can just change the link in the admin template you use to go to the url for the active tickets if you still want to be able to access awaiting reply as it is so you should be able to do both things you want already. Matt 0 Quote Link to comment Share on other sites More sharing options...
SilverNodashi Posted July 4, 2011 Share Posted July 4, 2011 For an active desk such as our own, the "active" tickets totals over 4000 at any one time Maybe you should start replying to those support issues then..... But you can customise what ticket statuses are included in the awaiting reply view in Setup > Ticket Statuses so you can customise it to include On Hold and In Progress statuses if you like, Matt Thanx, this is what I wanted. Didn't know the option was there 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted July 4, 2011 WHMCS CEO Share Posted July 4, 2011 Maybe you should start replying to those support issues then..... Thanx, this is what I wanted. Didn't know the option was there Active tickets includes ones that are already answered just not yet closed, and that's my point for why it's not the default view 0 Quote Link to comment Share on other sites More sharing options...
Juanzo Posted July 4, 2011 Author Share Posted July 4, 2011 EDIT: Terrific! I wasn't aware we could customize this by going to Email > Ticket Statuses. Thanks Matt! There should a status that includes "In Progress", "On hold" and "Awaiting Reply". All active tickets include "Answered" tickets, which doesn't involve an action from us. But the other 3 do, and that's what WHMcs should quickly show IMHO. 0 Quote Link to comment Share on other sites More sharing options...
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