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For the tickets, we have only 3 status option: active, waiting and closed. how we can add more status ? for example: In progress, Customer Action Required, Escalated etc ?
Question asked by Rodrigo Araujo - 10/13/2014 at 4:06 PM
Answered
Hello,
 
For the tickets, we have only 3 status option: active, waiting and closed.
 
how we can add more status ? for example: In progress, Customer Action Required, Escalated etc ?
 
thanks,
 
Rodrigo Araujo
www.ITMNETWORKS.com.br
Brazil

7 Replies

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0
David Jeba Replied
11/29/2014 at 3:53 AM
no one seems to care about this request ...
0
Rodrigo Araujo Replied
12/1/2014 at 9:39 AM
Hey David,

how are you ?

all helpdesk system have this option.

only smartertrack not

but .... we need wait

thanks
Rodrigo Araujo
www.ITMNETWORKS.com.br
Best Regards, []´s Rodrigo Araujo www.ITMNETWORKS.com.br
0
David Jeba Replied
12/1/2014 at 9:50 PM
If someone acknowledges that the ticket is read and gives some little help on how to do this or just tell that it will be considered in next release. we can wait... now it looks like its abandoned
0
Rodrigo Araujo Replied
12/2/2014 at 7:57 AM
Hello,

Any news about this from SmarterTools ?

Thanks,
Rodrigo Araujo
www.itmnetworks.com.br
Best Regards, []´s Rodrigo Araujo www.ITMNETWORKS.com.br
1
Alexander Peck Replied
1/3/2017 at 11:41 AM
yes the ability to add Status of config in some way would improve the users experience.Either an added Hold option or 'Waiting for User' Vs. 'Waiting for Agent' instead of just waiting for user.
Alex Peck Senior Analyst Superior HelpDesk
0
Rodrigo Araujo Replied
1/3/2017 at 12:15 PM
perfect, is this that i need, replace HOLD to Waiting for user and Waiting for Agent
Best Regards, []´s Rodrigo Araujo www.ITMNETWORKS.com.br
1
Andrea Free Replied
8/8/2018 at 1:52 PM
Employee Post Marked As Answer
Hello everyone,
 
We met yesterday to discuss the requested features list for future versions of SmarterTrack. It has been decided that allowing customization of ticket statuses is not on the roadmap at this time.
 
We'd like to thank you for your participation on this thread and apologize for any inconvenience this causes. If plans for the future change, we will be sure to post an update here.
Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com
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