How can I change the status at certain actions

Hello, this is an awesome plugin. I’ve got it working almost perfectly to our requirements there’s just 2 things I am struggling with.

1. How can I change the status after a customer replies.

So, at the moment, they open a ticket and status is ‘new’, then after we respond, the status becomes ‘in progress’. After this point, the status doesn’t change unless we manually change the status.

Sometimes, we want to set the status to ‘waiting for customer reply’.

If we do it manually, the status doesn’t change when the client does reply. As you can imagine, this doesn’t look great on their end when they have replied and the status still says waiting for them to reply.

We’d love to be able to change this to ‘waiting for staff to reply’.

Have tried with a few different actions and filters but still no luck, any help would be greatly, appreciated.

The second thing (feel free to ignore this for now and focus on the first), is regarding setting the order of appearance for tickets.

There are 2 options, old to new, or new to old. Setting old to new is not really good when there are heaps of replies so we prefer displaying newest to oldest.

But setting this, it shows the very first (or the very oldest) ticket in the 1st position rather than showing the latest message in the conversation.

Not really a fan of this either, unless there was the ability to at least highlight it or something. But yeah would prefer to not have this at all. Is there anyway to change this?

Again, thanks for your time and I look forward to your response.

• This topic was modified 4 years, 4 months ago by wpwench.