We need ” replied” status on tickets
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Customer views their open support tickets list, they only see “open”.
There is nothing to say agent has “replied”.Please can you add this, it is unusual not to have this status by default.
Thanks
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Notification emails often go in to spam, there’s no way around this, it’s often the way with automated emails.
On the ticket manager page it also displays when the ticket was updated (had a reply). For example: Last Updated: 3:53 pm on February 4, 2022 (16 mins ago)
On the front end for a customer it does not show when the ticket was recently replied to. All they see is “Open” or “Closed”, e.g.
# Title Opened Status Actions 4349 1 01/02/2022 Closed View 3544 payment 11/09/2021 Closed View 3229 query 15/07/2021 Open ViewSeems a bit cruel to make people pay for what you would expect would be standard feature.
@wd69 This is possible…
In settings under Tickets -> Replies there is an option Agent Reply Status with the description When an agent replies to a ticket what should the status change to by default? Agents may be able to change this whilst replying.
You can select a status here which will be applied to the ticket once the agent has replied.
In order to create the “replied” status you want, you would need the custom ticket status extension as mentioned above.
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