Hi,
is there a way that users can change their ticket status?
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Users to change ticket status
No, Users cannot change the status to their own tickets.
But only user can confirm that his problem is solved, so it would be good if users can change their ticket status too.
so they will notify agents that their problem is solved and the agent will close the ticket.
Correct. They respond that the issue has been resolved and the agent closes the ticket.
- Edited
you may ask what is the difference between whether they respond or change ticket status,
First of all changing ticket status is more easier then responding it,
second agent has to do 2 things first; agent will change ticket status to solved and ticket will move to closed then agent will go to closed tickets and change the ticket status to closed and user will be notified twice.
third, by doing this Agents will buy some time.
if users can change their ticket status, agents will do less job, or Agents Assumes problem is solved and they will close the ticket with their last respond. which will make users mad because their problem would not be solved yet.
if Osticket investigate opponents they will see they all have this feature.
- Edited
I mean, I don't know what you want us to say. It's not a feature at this time, but you can request it as a feature. If something is requested as a feature it goes on our list of requested features and if we like the idea we will eventually develop it, if however we do not like the idea or just don't see a need for it, we will not develop it. Simple as that.
And this is the beauty of Open Source software, if you don't like something or if you want something that we don't have you can change it or add it yourself. ?
Cheers.
KevinTheJedi
yes you are right, i missed the topic ?
3 years later
in the UI (or via email if you setup polling)