Requests
"Awaiting Client Reply" ticket status shouldstill be considered as "Open"
Under Consideration
"Awaiting Client Reply" ticket status should still be considered as "Open".
Currently, a ticket is considered as officially "Closed" if it has a status of "Awaiting Client Reply".
- This affects the "Open" and "Closed" status tabs
- This ALSO affects the "Client Cards"
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A status of "Awaiting Client Reply" should mean that the client and the administrator are STILL having an open dialogue.
That the matter is NOT officially closed.
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Please consider adjusting this in an update.
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This is a SERIOUS issue if that how it behaves. No wonder why this client might be not thrilled of the ticketing system and emailed me personally as a result. :(
I hope this get all sorted so clients may be more aware that their tickets are indeed in an "open" state even to the billing software.
Simple solution that everyone else seems to use:
Tickets can only have one of the following status:
Open (newly opened tickets)
Answered (a member of staff replied)
Customer-Reply (customer replied and it is not a newly opened ticket)
Closed (its been closed)
On hold (awaiting customers reply, bypassing auto-close)
In Progress (something we need to come back to)
I dont see how that wouldnt work. But an option to add extra status and logic would be great so it can be customized.
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