ML Work Orders/Helpdesk Ideas Portal
Didn't see an idea exactly like this, so apologies if it's a repeat -
Is there a setting or could there be a setting we can toggle that when a person in the "Assigned To" field makes an internal or external comment, the ticket status is automatically set to "In Progress"?
Less clicks for the Techs and also a great quick visual for supervisory staff to see which tickets are being worked on versus tickets that have been untouched for weeks.
Or maybe a way to see if the "Assigned To" person has seen the ticket, clicked on the ticket, or previously viewed the ticket? Our old ticketing system had a "1 person viewing/typing" note so we were able to prevent back-to-back comments "spamming" the staff with notifications.
It would also be nice if there was a "Comment and Close" option for the same reason of less 'spamming' of notifications. Typically we comment on the ticket one last time and then have to click again to close the ticket which triggers two separate emails.