Open vs. Answered

patryk.koprowski

Hi All,

Have a problem with tickets.

Some and moved to "answered" and some stay in "open".

Regardless if I will assign this to staff, make internal note.

If I will close ticket it will go to "closed tickets"

Why is this happening?

Is there and option to make all tickets to stay in "open"? We don't need answered option

Many Thanks

scottro

Hi All,
Have a problem with tickets.
Some and moved to "answered" and some stay in "open".
Regardless if I will assign this to staff, make internal note.
If I will close ticket it will go to "closed tickets"
Why is this happening?
Is there and option to make all tickets to stay in "open"? We don't need answered option
Many Thanks

I think this is what you are wanting:

Admin Panel > Settings > Ticket Options & Settings > Answered Tickets

Place a check mark in

Show answered tickets on open queue.

thofei

Tickets are moved to "answered" when they are

- assigned to someone and

- there is a real answer (internal notice doesn't count) to the person who opened the ticket.

Best