Ticket status (New / Open / Pending / Solved)
I noticed it was possible to use ticketnumbers in a channel. I think it would be a great addition if a ticketstatus can be added as well.
At this moment there are not much ways to see if a ticket is really closed. I can only close a conversation but that's it. When I send a response I've lost the conversation in my overview because I can only see "Everything" or "Unanswered". But what if I answered a ticket but still have to do an action for it? There is nothing that remembers me to do so.
Maybe ticketstatus can make a change in this? If a ticketstatus is "Open" I know we have to do something, if the status is "Pending" then I we are waiting for a response from our customer.
Thanks for sharing this wish! At this moment we have the statuses "New" / "Assigned" / "Closed".
For myself, I operate like this:
- I assign a conversation I would like to answer.
- If I'm done answering or the conversation has ended, I will close the conversation.
- If the conversation still requires an action from my side, I will place a reminder on this conversation, so it comes back to me when I need to perform the action. (https://help.trengo.com/en/articles/10165-set-a-reminder-and-do-not-lose-sight-of-a-conversation)
- If a conversation requires actions from my colleagues, I use to mention them. This way they will get a To-Do which they can check off. You can also use this feature to mention yourself. (https://help.trengo.com/en/articles/5569-tip-notify-a-colleague-of-a-conversation-via-a-tag)
Nevertheless, I think an extra status like "pending" is very interesting, so I will keep track of the interest in this feature and keep you up to date if there's any news worth sharing.