Atomic Posted November 27, 2016 Share Posted November 27, 2016 Ideally I just want Open, Answered, Closed. Until now we've used Kayako and it's hard getting techs used to check "Customer Reply". A few times now they've missed client updates and it's p!ssing me off. 0 Quote Link to comment Share on other sites More sharing options...
brian! Posted November 27, 2016 Share Posted November 27, 2016 I don't think that you can remove it... The 4 default statuses Open, Answered, Customer-Reply and Closed cannot be deleted or renamed. technically, I think you could rename it's label using Language Overrides - but internally, it would still use Customer-Reply. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS ChrisD Posted November 28, 2016 Share Posted November 28, 2016 Hi Atomic, Customer-Reply can not be removed as it is a system status, however if they use the Department ID to load their tickets e.g supporttickets.php?deptid=4 this loads all Open & Customer Reply or under Setup -> Support -> Ticket Statuses you could remove "Answered" from include in Active tickets then have your staff use the All active tickets view to see which tickets to reply to 0 Quote Link to comment Share on other sites More sharing options...
Atomic Posted November 28, 2016 Author Share Posted November 28, 2016 We use a custom hook that displays the departments and statuses. I'll just make sure our guys get used to the new layout. 0 Quote Link to comment Share on other sites More sharing options...
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