Difference between the open and "pending" tickets by color.

Hi ! 👋


It would be a good idea to make a distinction more clear by color between the open and "pending" tickets.


Currently, we only can see if one ticket is open through the round icon green, and is not very clear in our daily that distinction. Especially if we have many situations for managing. For that reason, I would like to suggest creating a feature to coloring automatic the ticket there you consider as pending ( grey for example ).


Also, it would be important to us if the open tickets appear first.


Thanks! Have a nice day

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  • Thanks for sharing this! 

    We are currently looking into a way to improve our inbox and are considering adding an extra status called "pending". Would this also be a suitable option for you? 

    Like 1
    • Tamara Berner Yes! This sounds great :) The creating of a new status called Pending will really help us do a better follow-up to the situations.

      I would like to suggest organize this new status Pending by color and put the tickets with the Status Open first always, Independently of the date of the creation of the ticket.  I'll try to explain better through an example: 

      Ticket 1 ( green, status open ). Created on 5 March, replied by the customer on 19th March.
      Ticket 2 ( green, status open). Created on 3 March, replied by the customer on 18th March
      Ticket 3 ( grey, status pending ) Created on the 19th of March, however, I'm waiting for the customer's answer or other.
      Ticket 4 ( grey, status pending ) Created on the 18th of March, however, I'm waiting for the customer's answer or other.

      And, if it would be possible create a setting or an option that allows us to organize the tickets assigned to the agents through the date of the email that we sent or received and not through the date of the creation of the original ticket. At the moment, the tickets oldest or first are organizing by the date when we received the first email from the customer.

      I hope that you understand my suggestions. Thank you so much! :)

      Like 2
      • Charlotte Beenen
      • Product Support Specialist
      • charlotte_trengo
      • 1 yr ago
      • 1
      • Reported - view

      Sara Gomes Thanks so much for your explanation! It makes a lot of sense. We will keep you up to date if there's any news worth mentioning regarding this topic. 

      Like 1
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