How do I see when a customer responded

mlungu

Hi there,

Something that is either just escaping me or is not there at all:

customer sends ticket. We respond by asking for more information. Then the customer does not respond for days so the ticket goes down the list. Eventually a week later the customer responds. How do we either see very clearly that there is now a response, or even better, how would we get that ticket to automatically go to the top when the response comes in?

scottro

Hi there,
Something that is either just escaping me or is not there at all:
customer sends ticket. We respond by asking for more information. Then the customer does not respond for days so the ticket goes down the list. Eventually a week later the customer responds. How do we either see very clearly that there is now a response, or even better, how would we get that ticket to automatically go to the top when the response comes in?

Heres what happens:

Customer emails in issue -> Ticket shows up under "Open Tickets"

Staff responds -> Ticket is moved to "Answered" (or closed if they selected that)

Customer responds -> Ticket is moved from closed or answered to "Open"

So long as the ticket is under "Open" then that should mean the last one to respond was the customer.

mlungu

Not quite what I meant

Hi Scottro,

I didn't have an answered tab - but have activated that now and it makes more sense now BUT it doesn't help as much as I had hoped. The problem is that it goes back to the original place in the queue when a reply comes in. In our scenario that means that if a customer only replies after a week the ticket sits comes in way down on the list and we often miss it as a result. We have a lot of open tickets generally, and some remain open for weeks depending on what the urgency is. In my view the answered ticket should jump to the top of the queue when a response comes back?

cheers

scottro

Hmm, sounds like you could use my "Age of Tickets" MOD but then modify it to go off of the last response instead of the creation date. Implement this code and then if you need assistance with the change I'll see what I can do.