Status of Updated Tickets

When our technicians reply to a service request (and expect a response from the customer), they set the status to On Hold. When the customer replies, the status reverts back to the last off-hold status (in this case "In Process.") The technician does get notified, however, there's no way for them to tell (from within the ticketing app) the difference between a ticket that is In Process for the first time and a ticket that has been reverted back to In Process. Our technicians do prioritize these tickets differently, so some differentiation would be very helpful. Any ideas?

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Asked by chelsea doyle on Thu 2/24/22 6:19 PM
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Answer (1)

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Greg Van De Mark Fri 2/25/22 8:53 AM Last edited Fri 2/25/22 8:53 AM

We have a "customer responded" report on one of our desktops that has a filter: "Modified by" | "is not a member of" | (a list of our IT groups). The results include changes made by APIs but we can easily sort through them.

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This is a good option for those who will be relying on reports to determine when a ticket needs follow up Greg.

Chelsea, does that make sense? - Mark Sayers Fri 2/25/22 9:37 AM
Yes, that's very helpful, thank you! We were also exploring the idea of creating a new group and setting up automation rules to kick the ticket to that group once a technician changes the status to On Hold (waiting for customer). The same technicians would work that response group. Any thoughts on that option? - chelsea doyle Fri 2/25/22 9:42 AM
Unfortunately automation rules wouldn't do the trick here because they *only* take action on a ticket at the time of creation. But they could manually do that reassignment if that's something that would help them filter better.

Ideally you might have a status that indicates the ticket is awaiting technician interaction (which would be an In Process status) and another that indicates awaiting customer reply (an On Hold status). The techs can perform their initial reply and while setting the status to Awaiting technician action, then put the ticket on hold. When it drops back off hold again they'll know it is ready for them to follow up.

Then configure the ticket app's settings so tickets drop off hold when a comment is received, and report on tickets that are currently in the status of awaiting technician action so they easily see these tickets that are ready for them. - Mark Sayers Fri 2/25/22 9:48 AM
Ah, I see. This has all been very helpful, thank you both for chiming in! - chelsea doyle Fri 2/25/22 2:42 PM