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 - October 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
Best Regards,

[]´s Rodrigo Araujo
www.ITMNETWORKS.com.br

7 Replies

Reply to Thread
0
David Jeba Replied
no one seems to care about this request ...
0
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
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
Hello,

Any news about this from SmarterTools ?

Thanks,
Rodrigo Araujo
www.itmnetworks.com.br
Best Regards,

[]´s Rodrigo Araujo
www.ITMNETWORKS.com.br
1
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
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
0
Andrea Rogers Replied
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 Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

Reply to Thread