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SmarterTrack needs more Status options or the ability to add your own Such as Hold or a waiting for Agent vs active waiting for agent
Idea shared by Alexander Peck - 1/3/2017 at 11:54 AM
Declined
I suggest multiple "Waiting" options for both waiting for Agent & Waiting for User and/or a hold be added for Status options and/or a way to add custom Status for Tickets within SmarterTrack. 

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Employee Replied
8/8/2018 at 1:52 PM
Employee Post
Hello Alexander,
 
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 feedback and apologize for any inconvenience this causes. If plans for the future change, we will be sure to post an update here.
1
Hello 
I wanted to see if this feature ever came around or any kind of workaround we need more status for our tickets
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