I would like to be able to see all tickets in a Resolved status that have Customer Responded in the State. This doesn’t seem to be possible from the existing filters. Ideally I want to see this as a widget on my dashboard rather than all resolved tickets with a customer responded automatically re-opening.
Userlevel 6
+11
Hi.
It seems that “State” filter is not available neither in Analytics, so I’d suggest to submit a Feature Request.
Please ensure to share the Request in this are so we could vote for it, as that would indeed be an interesting filter.
Sincerely,
Elvis.
+1
Hey Kate,
The reopening of tickets is handled by an automation on your Workflow called “Reopen tickets when the requester responds”. If you set this automation to add a tag (or update a custom field) instead of reopening the ticket, you could create a ticket filter that looks for that condition that then allows you to add a widget on the dashboard.
If you are not reopening the ticket, it is also a good idea to let the requester know, through an email notification, that this ticket has been closed and that they should open a new ticket.
If you would like to talk about this further, please feel free to reach out.
+1
Did a feature enhancement ever get logged, this would be really useful functionality
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