Why do we have to type something into the text box to apply a status?
Why would we need to type something into the text box in order to apply a status? This does not make much sense and only wastes time. If the computer is in diagnostic, I simply want to choose something like "Diagnosti in progress" without typing anything. In the very least, it should be optional.
You type ticket updates as emails to the customer.
You can change the ticket status without typing anything.
The ticket workflow is driven from comments and not status.
The workflow is totally optional, you can still resolve a ticket without ever typing an update into it.
Just change the status to “Resolved” to mark it as complete, it will hide.
Dean Ingraham commented
I guess I was just confused on how you have it set up. When I see "Status" and I select an option, I would expect that option to affect the "Progress" next to it. Instead, in order to change the "Progress" you have to change the "Update Type" and type something into the text box.