When an agent has completed a ticket, we reply in osTicket so that the end user will be notified that they can now confirm that the issue is resolved.
We need a way to show in a list that the ball is in the user's court and that we're waiting on a response.
Otherwise, it looks like we are not resolving the issues quickly enough and it is difficult to manage followup with the end users.
Has anyone had a similiar need? Thoughts? Thanks. Jerry