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Request status changes automatically when replying to customer

Hi!

Customer is using Online and has created own request status like “Work in progress”. This request status, internal status is set to “Open”.

Then ticket comes in, support engineer starts to work with ticket. Engineer changes ticket status to “Work in progress”. This works like is should work. Then engineer wants to reply to customer. When he clicks reply button, ticket status changes automatically into open. Why this is happening? Is there some setting which we have missed?

-Tatu

RE: Request status changes automatically when replying to customer

Hi,

On every user you have a preference "Default status for new message", it might be that user has this set to "Open"?

Av: Michel Krohn-Dale 22. nov 2019

RE: Request status changes automatically when replying to customer

Thanks Michel! That was it.

Additional question. What if customers have multiple request status with same internal status? Does this mean that user need to manually select correct status? As it seems that "Default status for new message" cannot be set blank.  

Av: Tatu Tukiainen 22. nov 2019

RE: Request status changes automatically when replying to customer

Hi, 

Recommend to set it on user level to status most commonly used, in cases where this is not correct user can manually override it.
It is also possible on Category level to define this, either as some set value or allow it to be managed on user level.

Av: Michel Krohn-Dale 22. nov 2019