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Default status after ticket reply


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#1 wek

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Posted 22 August 2017 - 02:50 PM

After introduction of the new status "Pending" the dropdown of the "ticket status after reply", the option "Pending" is always selected automatically. Is there a way to change that or a new setting to define the default status of replied tickets? For us is normally "Closed" and only sometimes "Pending" (so we like the new status a lot, thank you)

Cheers,
Sandro

#2 wek

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Posted 29 August 2017 - 08:48 AM

Attached a screenshot in case it was not clear what I meant.
Sorry to say that but it's very bothering to change it manually for every ticket as our tickets are 95% closed after reply.

Attached Thumbnails

  • Attached Image: livezillaferoifnewfw.jpg


#3 Patrick Keil

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Posted 12 September 2017 - 01:28 PM

Hi,

Currently, we don't plan to change this.

Not sure if that helps but you could decrease the period after which a pending ticket is cloded automatically to one day in the server configuration.

#4 wek

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Posted 12 September 2017 - 03:29 PM

Hi

Thanks for letting me know. That's a problem for those tickets that really need to be pending until resolved internally ;-)
But in this case we'll look at the code, maybe it's easy just to set close as default for us internally.





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