Notification bubble should not include answered tickets

  • Resolved Samuel Aguilera

    (@samuelaguilera)


    8 years, 4 months ago

    Hi!

    I’m giving a try to your plugin and I must say that it’s better than expected ??

    But there are a few things than stops me from buying the pro version. The main one is the number showed in the notification bubble (in the Tickets menu and also in the top admin menu bar).

    That notification includes tickets in ‘new’ and ‘answered’ statuses. I can’t see the point of having ‘answered’ ticket included in the notification bubble, once the ticket is replied by an agent it should not require attention from the support staff once the user replies again, so why including them in the notification?

    Maybe the ‘answered’ status should not exists, a closed ticket can be reopened when the user send a new reply, so why having this ‘answered’ status? A status that would be more helpful is a ‘pending’ status, to set the ticket as pending of further investigation or when waiting for a third-party.

    Is there any filter that I can use to customize the statuses included in the notification count are also to customize the statuses or add new statuses? Also is there a filter to set the default status in the reply screen? Being able to set the default status in this screen to ‘closed’ would help to show only ‘new’ tickets in the notification bubble.

    Regards.

Viewing 1 replies (of 1 total)
  • Plugin Author mycatchers

    (@mycatchers)

    Hi Samuel

    Thanks for the kind words and detailed request.

    We use the following pattern for the tickets:

    1. the number showed in the notification bubble – the total quantity of opened tickets of a certain manager (new, answered, non-answered). Please, let me explain to you why we use it.
    Answered status tickets can’t be cut from the whole list because very often you just answered to the client just to notify him about the feature or ask him to attach some file. In that case, you still need to follow up this customer.

    More than that, you have the option to filter all tickets via top menu:
    filters

    Also, you can use a filter for quick closing tickets:
    change status

    2. As for the customizing the statuses – I guess it will be the helpful option. That’s why we going to develop this option very soon.

    3. The default status of the replied tickets – answered. And now we don’t have the option to change it.

    So the notification bubble going to show you all tickets needs to be in your mind.

    Samuel, please let me know if I miss anything to explain you.

Viewing 1 replies (of 1 total)
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