Could an agent change answered status ?

akim666

HiI recently installed osTicket

v1.9.14 to manage my support inquiries inside the company I'm working in and it looks quite good.I was looking for a 'Pending User' status so I could exclude the tickets waiting for user information from my open ticket list and have seen that there's a work around using Answered tickets. It doesn't bother me at all to have kind of 'Answered' status instead of 'Pending' but my issue is that my users keep sending me e-mails directly instead of answering on tickets.Therefore, it would be great to have a possibility for the agent to post the user reply "as User" so the ticket gets back to the open list. From what I've seen at the moment, the only possiblity to do this is to connect as user and post the answer. At least Agent should be able to change a ticket from answered to unanswered.Anyone could help me on this ?Thanks for your help.

ntozier

The way I get around this is I configured the ticket email address in my email client. I drag the email from my inbox into the ticket email inbox. osTicket fetches the email and updates (or creates a new) ticket.

akim666

Hi Thank you very much for your help, works great !However, some users also call me by phone or come directly to my office and I should be able as an agent to update their ticket from answered to unanswered. Is there a possibility to do this without getting an e-mail from the user ?

ntozier

Nope.