Ticket mouse-over preview after reply...

This issue is really affecting us right now. I had a problem with one of my agents that told me that already answered tickets were "not closing". After I checked the problem, I found that he was mouse overing and expecting any new response from the customer - as it was the first one, he thought he already answered it and moved on.

Either this is fixed or either there must be a more explicit indicator that this is not a old ticked but some ticket that was updated recently by customer.

I pledge for this problem to be solved.

Hi Mario

Good Point. Although I cannot provide a quick resolution to this requirement for you, but I will see How soon we can address this and get back to you. Or atleast some visible counter to ensure that the response is from User or Agent etc.

regards

Vijay

Hi Mario

Just had a quick discussion with the team and we've planned to come up with something better.

When a User mouse overs on the Ticket Subject - We're planning to show the entire Ticket Conversation in a Small Preview pane. Kind of like in Google search, when you mouse over a search result, it gives the entire Webpage preview.

Hope this satisfies your requirement

regards

Vijay

Okay, that seems more than what's necessary but it's, of course, an excellent feature. Thank you for considering my suggestion.

This one's live now - The ticket list view now displays the last reply/note on the ticket on mouse hover.

Cheers!