Make default Ticket Status options editable
The default ticket status options are too simple for our workflow; our business is split about 50/50 walk-in and shipped-in, and there are different process steps for each. I added all of our necessary ticket statuses but the default ones remain and that makes for a very cluttered list that greatly increases the chance of the wrong status being selected.
My proposal is thus:
Either have the default status options appear in the Ticket Status List settings window where they can be deleted and/or added to - or- remove the default statuses as soon as any custom status are entered.
Additionally, if the custom statuses' order in the Ticket Status List box determines their order in the ticket status drop-down, it would be nice if they could be easily rearranged without having to remove and re-add them in just the right order.
These statuses are used by the system so we probably won’t make the required ones removable at this time.
No disrespect to Troy, but telling your customers to adjust their workflow seems like the wrong answer here. We (the customer) have all different types of workflows we like and think the product should allow for that. Is there some way to do this yet? Seems silly for us to not be able to hide the defaults or maybe just order the statuses with the defaults at the bottom.
Tim Nyberg commented
Just a thought, what if you could "hide" the ones you didn't need form the list.
I'd like to suggest something along these lines...Ticket status list stuff.
It would be nice if we could reorder the list, use dividers and rename items without having to delete them and add them. This can be an issue since you can't reorder the list. I've noticed this behavior though out the system. These are all things people would like to edit and recorder without having to delete....Same exact deal with referral sources. We need to be able to edit the names without creating an entirely new item that screws up all your tracking and DOMO stats.
AdminTroy (Founder, RepairShopr) commented
It would be simpler for you to adjust your workflow than for us to adjust our automated systems to no longer rely on those being there. For now, we aren't going to remove/hide those - they are used in too many places in the software.
Andrew Bley commented
Would it be possible to simply hide them instead?