TL;DR - We need a way to modify ticket state without adding a Public Note or Reply to a ticket
Let’s talk about the Ticket State. I’m in the customer service business, just like many of you - I want to be use the Ticket State as a reliable tag to know which tickets need to be addressed right away. I have seen topics in the past focus on this same thing, but I’d love to get some traction on this very important customer-centric issue.
I tell my staff to work tickets in a certain order.
- Requester Responded - They are waiting on us, they shouldn’t be waiting on us, handle these right away
- Response Due - We are overdue on our response
- New - They are waiting on us. They have sent us a ticket and we need to address it
- Overdue - We need to handle these too - the times are outside of our SLA
The problem? These tickets don’t always require a public response. Adding a Private Note doesn’t reset the State of the ticket. You have to add either a reply or a Public Note to reset the state of a ticket. Additionally, there is no option in the Ticket Properties to modify the state of a ticket. There’s also no way to get the state of the ticket via the API that I could find. Now, my hands are tied - I have no way to reset the state of a ticket other than adding a Public Note or a Public Reply.
How can this be?
We must have the ability to manually override the State Tag of a ticket. This has to be there - we must have the ability to do this so we can effectively service our customers and partners. Without this ability, I have employees looking at tickets that have already been addressed, or worse, adding Public Notes or Replies to tickets simply to modify the State of a ticket. This leads to a horrible customer experience that I passionately feel needs to change immediately.
Can I get an upvote?
