imtiax Posted March 14, 2014 Share Posted March 14, 2014 (edited) Hi. If we go to a clients profile and WE open the ticket, like I have done here. http://i.imgur.com/Cz1kVeK.png Why must it always show up under Ticket(s) Awaiting Reply? Only tickets with the ticket status "Customer Reply" should show up there... Edited March 14, 2014 by imtiax 0 Quote Link to comment Share on other sites More sharing options...
webreflex Posted March 15, 2014 Share Posted March 15, 2014 Hello You can go to: www.yourdomain.com/whmcs/admin/supporttickets.php to view all of your support tickets at once. and add ?view=Open , ?view=Answered, ?view=Customer-Reply etc, ie the ticket status names to filter such tickets only. Check you ticket status first, if this error of categorizing occurs, there must be some error in your config. Please open support ticket with whmcs to get this resolved. 0 Quote Link to comment Share on other sites More sharing options...
imtiax Posted March 15, 2014 Author Share Posted March 15, 2014 What I'm trying to say is that tickets that appear under Ticket(s) Awaiting Reply should be tickets that customers have replied to. When we open a ticket by going to a clients profile, we are waiting for the customers reply. So it should not show up under Ticket(s) Awaiting Reply 0 Quote Link to comment Share on other sites More sharing options...
bear Posted March 15, 2014 Share Posted March 15, 2014 Why must it always show up under Ticket(s) Awaiting Reply?Because it's waiting for a customer reply. Only tickets with the ticket status "Customer Reply" should show up there... Customer reply is when they have already replied. http://docs.whmcs.com/Support_Ticket_Statuses 0 Quote Link to comment Share on other sites More sharing options...
Si Posted March 15, 2014 Share Posted March 15, 2014 For this very same reason I went to SETUP > Support > Ticket Statuses and created a status called 'Admin Raised'. You can give it whatever properties you want that status to have. Once I raise a ticket for a customer I click on OPTIONS in the ticket and change the status to 'Admin Raised'. You will no doubt have your own ideas how this should work. Ideally it would be good if you could set the ticket status when you raise the ticket, but it's not, so this is the next best thing for us. 0 Quote Link to comment Share on other sites More sharing options...
[JSH]John Posted March 16, 2014 Share Posted March 16, 2014 I do the same. Open the ticket then go to options and change the status. For mine it's Awaiting Customer Reply. 0 Quote Link to comment Share on other sites More sharing options...
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