Hi Joe,

 

A similar feature actually already exists in SmarterTrack. I think what you're suggesting will accomplish the same thing as setting a ticket as Waiting with a Follow-Up. When you have a ticket that still requires agent activity, but isn't waiting on anything for the customer, you can put it in Waiting and set a follow-up for it. This will get it out of the Active queue. When the follow-up comes due, the ticket will be transferred back to the agent's Active queue and will be noted as a follow-up by the clock icon in the Status bar. In these two help documents you can find some more information on this:

 

 

I hope this helps! 

Hi Andrea,

When you put the ticket into WAITING status, with a FOLLOW UP it still tells the customer "Waiting for You" (which is not correct in this situation.) As the ticket is completed 100% by the customer, but the AGENT is WAITING for the request to be completed. 

Goal - As an agent, I want to put a ticket into a BIN or different waiting folder that is not the QUEUE ACTIVE or QUEUE WAITING.

Reason - with 15/20 tickets all getting different status updates, it would nice to manage the QUEUE ACTIVE to zero. Through the notification tool manager, I can have any status update to a ticket go back to the QUEUE ACTIVE (thus requiring our attention.)

Reason 2 - when putting at ticket into WAITING it notifies the customer with the statement "Waiting for You" (hinting to the customer that they need to do something- which in this case is incorrect). 

Hope this is clearer and thank you for looking into this. Look forward to hearing back from you soon.

Joe