We do like the way the State field works and displays as it gives us a quick visual of things that have happened to our tickets.
My suggestion is that you take this field be taken farther and used for more than what it is right now.
The color coding is nice as it lends itself to a quick visual. We would like to be able to customize the colors based on "State"
More States need to be added. The most important one for us would be "Note Added". There is already a "Customer Responded" but internal notes are at least as important as a customer response because it means someone has acted on the ticket.
Add the ability to sort and filter by State
Make the State clickable to display all tickets in the same state
I actually like the fact that this is a system field and is limited in its customization, I just think it could be much more useful.
To add to the above list, need the ability to customize and add new "States" too, like Awaiting Development Fix, Feature Request, etc.
1 person likes this
11 months ago
Another comment on this.
Many of our tickets require a 3rd party be contacted. Currently, there is no way to get a notification when that 3rd party responds. There should be some notification that the ticket has been updated using the state field. Same things as an internal note - it is a critical component of the process that we know when ANYTHING has been done to a ticket.
2 people like this
11 months ago
@Jhoelz - While it doesn't fix the "State" issue, you can use the same Observer rule that sets a ticket status to "Open" whenever a customer responds to also set the status to "Open" when a "Note is added" and/or send an automated email to the agent. This captures those 3rd party responses when you forward from within a ticket if you always change the status to something other than "Open" after you have started working on it.
I agree that the "State" field could be more useful, but this might be a feasible workaround until that happens.
5 months ago
Any updates for "state" yet?
25 days ago
I also vote for this. I like the idea of being able to see that it's in a state of "ready to test" or something that makes it jump out more visually.