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We are evaluating ST. One small item I can't figure out is determining at a glance in the ticket list, which tickets have been REPLIED to (versus NEW tickets).
Both NEW tickets, and existing tickets that have been replied to by the customer, have a single status of ACTIVE. In previous ticket systems we have worked with , the statuses are a bit more detailed
So a NEW ticket gets changed to ACTIVE when and agent is working on it. Agent replies to customer and needs an answer from customer, so status gets set to WAITING FOR CUSTOMER. Now, in ST, when the customer replies, it goes back into the ticket list as ACTIVE. I can't tell by looking at the ticket list whether it's new or a reply. The TIMESTAMP is the timestamp of the original ticket. You can't see the timestamp of the LAST TICKET INTERACTION, or who last interacted with the ticket (unless you actually open the ticket in full view).
I have played around with EVENTS to try to figure out a way to maybe place REPLIED TO tickets into a different department or something (not ideal). But I can't even figure our the correct CONDITION (there is no condition that says when STATUS WAS WAITING and was changed to ACTIVE).
Anyone have any thoughts on how to visually show tickets that have been REPLIED TO by the customer in ticket list window? Maybe I am just missing it.