Allow for disabling of auto-updated ticket status
Currently, if a ticket is set to "Waiting for Part" and a comment is posted in the notes, it will automatically change the ticket status to "In Progress". Sometimes that feature helps but sometimes it mis-categorizes tickets. It'd be nice to have the ability to disable this feature.
4
votes
Dylan
shared this idea
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Bob M
commented
I would like this also. All of our technicians have their default ticket search screen set to "In Progress" however the way it is set up now, if a customer sends us a text, the status is automatically changed to "Customer Reply" which then removes it from the techs default ticket screen, thus off of their radar.