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!
Derek Salsbery - Tech Doctors commented
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.
Ryan (CTO, Pinellas Computers) commented
@Admin: Please merge this duplicate into this post: