You can now create your own ticket statuses — set the name, color, order relative to other statuses, and even ask for a reason on status change.
Mikel from Gorelo
Team
Sneak peek at what we’re working on here — colors/names can be customized, statuses can be re-ordered in their category etc.
Magenta Sun
Definitely needed. We need to be able to add our own. As many as required. Such as Waiting on Customer, Waiting on third party, Waiting for parts, and Customer reply…. the latter should be automatic when a customer replies….. We use automation to work with statuses, such as When set to ‘waiting on customer’ an email is fired after three days to remind them we are waiting for a reply, same after 5 days, then after 7 days it will start a new automation to close the ticket in two stages. Fully automated.
Purple Star
Needed. Good to be able to set stuff like “waiting on customer” - “waiting on vendor” or “parts ordered”, etc. You can tell at a glance in the queue what is going on that way.
Pink Soup
waiting on customer, waiting on 3rd party, waiting on parts please. thankyou
Copper Corn
definitely helpful for us - we’ve created a variety of these in our old service desk software and they’re invaluable
Bronze Narwhal
This would be great for creating automations.
e.g. I’d like to be able to set 24/48/72 hour auto-close on tickets.
Purple Exoplanet
Can I upvote more than once? :)
Amaranth Dew
Zac Janes: Would be nice… Can't wait for this feature, it will make my life so much easier, along with some workflow automations to change status on triggers. What does the Unicorn mean because this is not showing up on the front page under any of the 3 progress sub headings.
Purple Exoplanet
Philip Burke: Agree, they are 2 of my most important wants!
Amaranth Dew
Zac Janes: I'm only very small so I'm wondering how the big guys are getting around this atm. Would love some advice if anyone has any.
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Comments11
You can now create your own ticket statuses — set the name, color, order relative to other statuses, and even ask for a reason on status change.
Mikel from Gorelo
Sneak peek at what we’re working on here — colors/names can be customized, statuses can be re-ordered in their category etc.
Magenta Sun
Definitely needed. We need to be able to add our own. As many as required.
Such as Waiting on Customer, Waiting on third party, Waiting for parts, and Customer reply…. the latter should be automatic when a customer replies…..
We use automation to work with statuses, such as When set to ‘waiting on customer’ an email is fired after three days to remind them we are waiting for a reply, same after 5 days, then after 7 days it will start a new automation to close the ticket in two stages.
Fully automated.
Purple Star
Needed. Good to be able to set stuff like “waiting on customer” - “waiting on vendor” or “parts ordered”, etc. You can tell at a glance in the queue what is going on that way.
Pink Soup
waiting on customer, waiting on 3rd party, waiting on parts please.
thankyou
Copper Corn
definitely helpful for us - we’ve created a variety of these in our old service desk software and they’re invaluable
Bronze Narwhal
This would be great for creating automations.
e.g. I’d like to be able to set 24/48/72 hour auto-close on tickets.
Purple Exoplanet
Can I upvote more than once? :)
Amaranth Dew
Zac Janes: Would be nice… Can't wait for this feature, it will make my life so much easier, along with some workflow automations to change status on triggers. What does the Unicorn mean because this is not showing up on the front page under any of the 3 progress sub headings.
Purple Exoplanet
Philip Burke: Agree, they are 2 of my most important wants!
Amaranth Dew
Zac Janes: I'm only very small so I'm wondering how the big guys are getting around this atm. Would love some advice if anyone has any.