Changing ticket status independently of entries

alphaTECH

Occasionally I will finish writing a ticket entry then update the ticket without changing the status to "waiting on client" or whatever is needed. My OCD doesn't like having to put in a new, empty entry to update the ticket status if I make this mistake. I'm sure I'm not the only one because big players like ConnectWise and Freshservice don't tie status updates to ticket entries so it's a new behaviour to learn when moving off those platforms.

Can ticket status updates be made independent of ticket entries or can ticket entries have the option to update ticket statuses when they are being edited after submission?

JosephWithCOR

alphaTECH new, empty entry to update the ticket status

Technically you are updating the ticket status….

OCD, where would I be without thee…

johnny

I can relate @alphaTECH and I agree, we will shoot out an update to separate this, stay tuned

evolan

johnny

Thank you!!

alphaTECH

Cheers Johnny!

cybershieldms

I found there are options to create custom statuses like " Ordered from Vendor", "Waiting on Customer", etc. I don't see how to change ticket statuses manually.

It would be great to be able to click on the status in the ticket queue view or inside the ticket itself, just like you can with Priority for example, and change the status.

cybershieldms

OK - I feel dumb… I found where to change the status.

Maybe to help make it a little more intuitive, make it where if you click on the current status on the ticket queue screen, the Bulk Reply Ticket Modal pops up for the one ticket, to change the status and make a note?

wrongecho

cybershieldms Merged into existing request.

wrongecho

This PR allows blank ticket replies to just update the status, the empty comment won't be shown in the responses list as it is currently

itflow-org/itflow1097