| Description |
*Issue:*
Create a hd ticket
put on wait for customer status
customer responds -
still on wait for cusotmer.
Customer is not allowed to change the status
Customer is angry because they responded.
*+Automatically Change a Status of a Call on Customer Respond:+*
Add a setup screen that would allow us to setup which trigger on which status would produce a specific result.
This will only use statuses from the status screen.
*+Value of this Feature+*
# Better customer satisfaction
# Better response time
# Removes the need to use email to know when someone responds
# We are trying to move away from using email at all when it comes to HD
# See when people are responding to a ticket, and requires actually opening the ticket and change the status after responding.
# Flexibility built in to suit our needs, but also able to be used by those who buy our HD
*+Specs+*
All statuses for tickets are held and setup in the Ticket Statuses Screen.
The new menu item and screen would be "Workflow".
To pilot this we will just allow a trigger when a customer responds.
The screen should look similar to this, and here are some examples. To begin we should only write in the first example to pilot
|Trigger (Drop down with multiple options)|Change Status From (Drop down that includes all statuses also includes an Any status choice)|Change Status To (Drop down that includes all statuses, cannot have the same status and the first box)|Active (checkbox - active - inactive flag)|
|Ticket change by customer |08 - Wait Customer|99 - Waiting for Agent Response (would be colored to be noticed)|yes|
!pastedImage_d64399_0.png!
|