"Opened" vs "Closed" tickets
"Topics" has possibility to defined own statuses as well as "tickets". In case of topics, this works quite well.
Unfortunately, I'm still unable to understand how it works in case of tickets.
We may defined statuses and also set if they are "opened" or "closed". Anyway every ticket has also another own button "Complete". I have for example status "Solved" and this is set to "Closed" in admin settings. No matter what status I set to topic, when I filter them by status "Opened", it's still there. When I filter tickets by "Completed", I see only there, where I tapped on button "Completed" even if status is still in for example "In progress", or whatever.
I'm not sure if my description is 100% clear and maybe you plan some changes.
Generally:
1. what is purpose of "Complete" button?
2. Are there any plans with it?
3. If my question is not clear, feel free to write me and I'll post you some screenshots to make it more clear.
Thanks
Hello Jirka,
Every topic/ticket in the system can have different states, and some of them are open and closed. The progress is measured in different way for topics and tickets:
We'll fix the problem with statuses management on Administration area for tickets, as statuses and states shouldn't be connected there.
Let us know if you have more questions or suggestions here.
Hello Jirka,
Every topic/ticket in the system can have different states, and some of them are open and closed. The progress is measured in different way for topics and tickets:
We'll fix the problem with statuses management on Administration area for tickets, as statuses and states shouldn't be connected there.
Let us know if you have more questions or suggestions here.
Hello Stas,
thanks for information.
I have to then ask - isn't more clear to make it work in same way for topics as well as for tickets? Because that's what I expected and that really confused me. I expected, that when I mark "ticket" as "Solved", ticket will be correctly marked as "Completed". Then button "Complete" at top of every ticket really confused me.
Same it's when I answer to ticket - at bottom are two choices. One say "Opened", "Completed" and second allows to choose from list of "Statuses". And to be true, this confused me even more.
Take this as user feedback and idea for brainstorming. From my point of view, I just don't see clear reason, why have separate system for topics vs tickets. Thanks for listening.
Hello Stas,
thanks for information.
I have to then ask - isn't more clear to make it work in same way for topics as well as for tickets? Because that's what I expected and that really confused me. I expected, that when I mark "ticket" as "Solved", ticket will be correctly marked as "Completed". Then button "Complete" at top of every ticket really confused me.
Same it's when I answer to ticket - at bottom are two choices. One say "Opened", "Completed" and second allows to choose from list of "Statuses". And to be true, this confused me even more.
Take this as user feedback and idea for brainstorming. From my point of view, I just don't see clear reason, why have separate system for topics vs tickets. Thanks for listening.
Help Desk and Feedback systems are different in each usage and approach.
When you have "Problems" in feedback system, it's more likely to show users the progress based on Statuses. So statuses define if problem is opened or completed.
In Help Desk - tickets are managed only by state, and no matter what status is defined, as it's only indicator for agents on what phase ticket is located when opened. And what really matter here for user and agent, if ticket is opened or completed, so we give the option to change state of the ticket either for author or agent.
In other words, for topics the main parameter is status, for tickets it would be state. In topics statuses are beneficial for users, and in tickets statuses are designed only for agents.
We'll try to improve the system in the next few releases, so it would be more clear for agents to use both systems.
Help Desk and Feedback systems are different in each usage and approach.
When you have "Problems" in feedback system, it's more likely to show users the progress based on Statuses. So statuses define if problem is opened or completed.
In Help Desk - tickets are managed only by state, and no matter what status is defined, as it's only indicator for agents on what phase ticket is located when opened. And what really matter here for user and agent, if ticket is opened or completed, so we give the option to change state of the ticket either for author or agent.
In other words, for topics the main parameter is status, for tickets it would be state. In topics statuses are beneficial for users, and in tickets statuses are designed only for agents.
We'll try to improve the system in the next few releases, so it would be more clear for agents to use both systems.
Good day Stas, thanks for description.
I've tried to understand more precisely with Peter (my colleague), how you system works.
And sorry, but we are still really confused. I'm still unable to understand, why I need to set completed ticket to status: "Solved" and some weird second state to: "Completed" (thanks to "Complete" button), to be able to filter completed tickets.
Please, during your next brainstorming, give this task few minutes and think about reducing amount of possible states from two (first: new, waiting for reply, solved, ... second: opened, completed) to just simply one (ideally first, where "solved" or other defined by user, will be consider as "completed").
Thank you!
Good day Stas, thanks for description.
I've tried to understand more precisely with Peter (my colleague), how you system works.
And sorry, but we are still really confused. I'm still unable to understand, why I need to set completed ticket to status: "Solved" and some weird second state to: "Completed" (thanks to "Complete" button), to be able to filter completed tickets.
Please, during your next brainstorming, give this task few minutes and think about reducing amount of possible states from two (first: new, waiting for reply, solved, ... second: opened, completed) to just simply one (ideally first, where "solved" or other defined by user, will be consider as "completed").
Thank you!
Jirka, We've decided to remove "Solved" Status from tickets, as it's really confusing for agents.
Please read my previous comments. Tickets - main indicator is "State" - Opened or Completed. Statuses in tickets that show for agents where opened tickets are located and user doesn't care about these statuses. He should have his ticket resolved or answered, so it could be completed.
We are working on more improvements with help desk module, so it has own and easy to understand approach.
Jirka, We've decided to remove "Solved" Status from tickets, as it's really confusing for agents.
Please read my previous comments. Tickets - main indicator is "State" - Opened or Completed. Statuses in tickets that show for agents where opened tickets are located and user doesn't care about these statuses. He should have his ticket resolved or answered, so it could be completed.
We are working on more improvements with help desk module, so it has own and easy to understand approach.
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