WHMCS ticket-flow process

[mm1250]

Hello,

 

I'm considering moving from Kayako to WHMCS ticket system but after playing with it a little I have some questions regarding the ticketflow process.

 

Firstly, there are more statuses than what Kaykao has which is Open, On-hold and Closed. I have some questions regarding the statuses:

 

Open -- self explanatory (status once ticket is opened).

Answered -- anyone know if this is really needed if you have "on-hold"?

Customer-Reply -- i'm assuming this is the status when a customer replies if the ticket is at ANY status right?

On Hold -- is this another duplicate of in progress?

In Progress -- is this in sense the same meaning of being on-hold?

Closed -- self explanatory

 

So I guess my questions are regarding the Answered, On Hold and In Progress tickets.

 

If you have a ticket in Answered, and the customer doesn't reply will it auto-close? If so after how long?

 

Can anyone explain the real difference between onhold and in progress. I have looked and the documentation doesn't explain any really.

 

If you can share your ticketflow process that would also be great to get some ideas.

Edited October 14, 2008 by mm1250

[handsonwebhosting]

Firstly, if you have the auto-close ticket option enabled in your admin area, then yes, ANSWERED status ticket will close at the specified time.

 

For us, we use the IN PROGRESS and ON HOLD status differently than probably most hosts;

 

When one of our staff are working on a ticket, then the ticket goes into an IN PROGRESS status to prevent others from accepting it. Tickets are placed ON HOLD when it requires Admin interraction.

 

While I know there's the assigning of a ticket to a queue we have not used this method as when we used it before it removed the ticket from view for all our staff. So if someone logged out for the day and did not reset the status, then the ticket was "lost" until the staff memeber logged back in the next day (leaving the client in the dark).

 

We set to Answered for an Auto Close status (closes 5 days later). Customer Reply indicates we need to address it, and well closed is closed.

[chickendippers]

Exactly. We use In Progress when we're waiting information from another party (ie. NOC staff, eNom etc) and On Hold in any other instance when we don't want the ticket to auto close.