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I notice that a lot of tickets that require a response get buried in other “Open tickets”. Would be nice to filter tickets that are either “New” or “Customer Responded”

Hello,

You could define custom statuses to clearly represent “New” and “Customer Responded,” and then use the Workflow Automator to set them automatically in the right situations. This way, such tickets can be easily filtered and won’t get lost among other “Open” ones.

 

The configuration of these statuses can be done in the Field Manager, under the Statuses section.

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