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RECALL Previous Status AFTER Custom Reply is CLEARED

Every time we respond to a Customer Reply, we have a hard time figuring out what the previous status was. Sometimes, it's impossible to tell if it was WoC or WfP, or otherwise In-Progress vs Scheduled.

Would it be possible to remove "Customer Reply" as a status, and instead replace it with a "flag/icon" which simply gets "cleared" upon review (by clicking it). This way, the dashboard still shows the ticket as blue, and it still overrides the status as CR, but it would auto-recall the previous status after reading.

Please. Yaaasss. Vedy Nize!

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Ryan (CTO, Pinellas Computers) shared this idea  ·   ·  Report…  ·  Admin →
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  • Michael Johnson commented  ·   ·  Report

    This would be nice. I also would like the ability (like Ryan seems to want) to disable the automation entirely so it doesn't have to hijack the status of the ticket. I think we could effectively check our notifications (especially if you have slack set up for notifications) and get rid of this automation and actually save time.

    Instead of changing the status. Having some other form of flag on your ticket indicating something has changed since you (as the assigned tech) have last looked at it would be better in my humble opinion.

    I previously made a suggestion to that effect: https://feedback.repairshopr.com/forums/165658-general/suggestions/38737486-making-updates-notifications-obvious-on-each-ticke
    (I sadly just removed 2 of my votes from this linked suggestion so I could put three votes on this thread)

  • Arek L commented  ·   ·  Report

    Do admins of RS reaad that thread here ?
    Hello!

  • Ryan (CTO, Pinellas Computers) commented  ·   ·  Report

    Since the recent update of the ticket status list being fully editable, I was actually able to remove the status “customer reply“ and thought I had solved this issue. Unfortunately, the status is automatically re-generated as soon as the customer responds. If only we could make custom statuses and not need “CR” in order to flag updates...

  • Derek Salsbery - Tech Doctors commented  ·   ·  Report

    I agree and additionally add that what is the real purpose for the status of Customer reply? it is better seen as ---we as techs set CR (should be called Waiting on Customer) which already exists...we mark all statuses, nothing is automated for ticket statuses.

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