Support Ticket Sorting - 'Customer Reply' overrides other settings.

[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.

[DavidBee]

Hey,

 

I created a request to stop clients closing tickets. http://requests.whmcs.com/responses/stop-clients-closing-tickets

 

Join in the discussion and give your ideas on how else it can be utilized if implemented.

[CavalloComm]

Wow I just posted an idea in customizations literally 2 minutes ago before reading this. I propose having a checkbox, or somthing to LOCK the ticket in the "status" that it is in.. therefore that ticket always stays where it is... and is optional.

 

Thoughts?

[And then there was one les]

A ticket can be switched to any department and its status shouldnt matter. So its not a "category" issue at all but a status issue. This means the ticket escalation your using is not being implemented in a way to allow it.

 

The best solution under the current system is simply to escalate it to a higher department, not a higher status. It means having more departments but you can have them hidden so they can only be escalated into and not have tickets opened in them.

 

in this way you would have support, the staff here would be managing tickets they are capable of doing so, but also have the ability to flag the tickets for a specific staff member or escalate to say, technicians, Senior Admin or whatever team is needed. you just assign the admin to the departments in the same way and there should be no configurations needed.

Edited May 16, 2013 by CDJ Hosting