Requests | Blesta

Requests

Support Manager: Slight modification to awaiting reply status

Evolve Web Hosting shared this idea 2 years ago
Under Consideration

I personally think it would be easier for clients to realize the status of tickets when they view them from their account if we had the options 'awaiting client reply' or 'awaiting [company name] reply' or 'awaiting tech reply'. I think some customers login to the portal and see 'awaiting reply' and they think that THEY are still waiting for us to reply to them!

I do know how to add new statuses but it's always nice to see things like this included in the CORE to make upgrades easier and provide the enhancement to other Blesta users.

54743272d509788a0e13510affa30d59

Comments (10)

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1

Maybe the custom status will fix it. CORE-605

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1

It would but it's been on the Long Term list for a long time!

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84b847fdfc738cab85719792c43e1310e045a224d76fb7d8860f4863eeccbfc5

For now, I just edited the language file but I think this is less confusing for clients.

plugins/support_manager/language/en_us/support_manager_tickets.php

$lang['SupportManagerTickets.status.open"] = "Awaiting Staff Reply";

$lang['SupportManagerTickets.status.awaiting_reply'] = "Awaiting Client Reply";

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1

Thanks Evolve Web.

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2

Any update for this?

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2

So that I understand, are you just proposing a language change? If awaiting a staff reply: Awaiting Company Name Reply If awaiting a customer reply: Awaiting Your Reply How does that sound? If it's as simple as that, I'll create a task for it.

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2

It should be something simple. We were seeing that 'awaiting reply' was often confusing because the client wouldn't know whether they were waiting for our reply or if we were waiting for theirs. What you are proposing should work, I think.

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1

Yes, the way it is confuses the clients. Please change this as Evolve Web Hosting advise.

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Yes + 1 for this. We should do some thing to clear confusions.Custom status options will be best so that they can setup multiple options but many of the companies will reserve main 4 status like Open / Answered / Customer Reply/Closed Else it may end up in issues later. It will be a good to have a display what each status means in the client panel as well which will clear the confusion as well for clients. like below . We can show this before the client's ticket list is displayed. It will be good to have this in even Staff case as well and in future custom ones also should have such a feature and should be shown in this so that every one will have a cross check if any doubt or self explanatory. Open : Ticket in open status which means either reviewed by the staff or to be reviewed by the staffAnswered / Awaiting reply : Ticket is Reviewed by the staff and have made a reply and customer needs to give feed back to staff. Customer Reply : Ticket is Reviewed by the Customer and have made a reply and Staff needs to check and reply back to Customer. Closed: Issue mentioned in the ticket is Solved Custom status if added like Inprogress also should be displayed here. In Progress : Ticket is reviewed by the StaffIf possible add escalation rules as well like ticket escalation rules allow you to specify actions to take automatically if a support ticket has been in a specified state for a set period of time. which will help owners to track the tickets and issues and give prioroty to those old ticket as well. WHMCS and kayako has this already For eg , low and medium priority tickets will be changed to high or critical one , and a response will be automatically made to the client or send an email to the members of the specific support department after 1 or 2 hours with no response.

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2

Yes + 1 for this.  We should do some thing to clear confusions.

Custom status options will be best so that they can setup multiple options but many of the companies will reserve main 4 status like Open / Answered / Customer Reply/Closed Else it may end up in issues later. 

It will be a good to have a display what each status means in the client panel as well which will clear the confusion as well for clients.  like below . 

We can show this before the client's ticket list is displayed. 

It will be good to have this in even Staff case as well and in future custom ones also should have such a feature and should be shown in this so that every one will have a cross check if any doubt or self explanatory. 

################
Open 			: Ticket in open status which means either reviewed by the staff or to be reviewed by the staff
Answered 	/ Awiating reply 	: Ticket is Reviewed by the staff and have made a reply and customer needs to give feed back to staff. 
Customer Reply 		: Ticket is Reviewed by the Customer and have made a reply and Staff needs to check and reply back to Customer. 
Closed			: Issue mentioned in the ticket is Solved

Custom status if added like Inprogress also should be displayed here. 

In Progress 		: Ticket is reviewed by the Staff
##################

If  possible add escalation rules as well like ticket escalation rules allow you to specify actions to take automatically if a support ticket has been in a specified state for a set period of time. 
which will help owners to track the tickets and issues and give prioroty to those old ticket as well. 

WHMCS and kayako has this already 

 For eg , low and medium priority tickets will be changed to high or critical one , and  a response will be automatically made to the client or send  an email to the members of the specific support department after 1 or 2 hours with no response.

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