Is there a way to add a new ticket status type? The standard types are fine, but we need a type "Waiting for Customer Reply" that will move an open ticket into a new filter state that keeps it out of the "Open" status list.

This state is useful for dealing with the agent sending a set of diagnostic steps and the customer replying with something like "I'll try these and get back to you". Currently, the ticket stays in the Open queue and must be regularly revisited by agents, slowing them down in dealing with more legitimate active tickets.

If a ticket is in this state, when the customer finally replies, the state would change from "Awaiting Customer Reply" to "Open" so that the agent knows it has been replied to.

There is no way to do that currently via the ui.

You would have to edit the DB to add the new status type. Then you would have to edit the core files to add code to handle the things that you had described (auto changing from hold to open, etc).

4 years later

Hi, is this still the case? Having a "waiting customer feedback" status separate from "open" seems a sensible functionality for a ticketing platform. Thanks!

    nohawoj172

    Yes, this is still the case. If you want this functionality you are more than welcome to modify the code and submit a pull request. However we cannot guarantee that it will ever be merged.

    Cheers.

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