Re: [Mailmanager-users] Ticket handling, how to see if a ticket has been reacted upon?

[Urko <ur...@tm...>]

Sounds pretty good!

Urko

Andrew Veitch wrote:
> Ron Goodwin suggested this:
>
> http://sourceforge.net/tracker/index.php?func=3Ddetail&aid=3D1297290&gr=
oup_id=3D85788&atid=3D577308=20
>
>
> We are going to add this in MM2.1
>
> A
>
> On 5 Dec 2005, at 09:19, Urko wrote:
>
>> Hello,
>>
>> We are now in production phase with Mail Manager. So far, really=20
>> satisfied with it, but I already got a comment/question/suggestion=20
>> from one of the users.
>>
>> When you do some action on a ticket, and you go back to the list of=20
>> tickets, it's hard to see which tickets still need action, and which=20
>> tickets are already dealt with.
>>
>> Of course, if you close them, that's easy, but in the case of a=20
>> ticket where you sent an email back to the customer, but you can't=20
>> close yet, it becomes harder to manage, with a long list of tickets.
>>
>> Perhaps an extra button for sending, and an extra status option,=20
>> something like:
>> "Send and set as Handled" or "Send and set on Hold".
>>
>> And as soon as we get a reply from the customer into this ticket, the=20
>> status should change back to Open, or Needs Action.
>>
>> Of course, maybe we are not seeing some option that does just that.=20
>> Any advice?
>>
>> Thanks.
>> Urko Masse
>>

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