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Can we make Closed Status more prominent


sprasad
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Quite often, customers will continue to email us on requests which have been Resolved and closed.  We still record the correspondence on the original request (for audit purposes) and will then raise a linked request for the follow up enquiry.

However, sometimes the analyst applying the email request do not notice that the status of the request is Closed.  Currently, it shows as Black Bold but can this be made obvious, either with an additional Pop Up message and/or Red Bold larger text please?

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We have a change in our backlog which will provide a popup highlighting that the ticket is closed and provide some actions that can be taken, such as...

  • An option to update and re-open the ticket
  • An option to update but keep closed
  • An option to notify the owner that there has been an update to the closed ticket
  • An option to raise a new ticket.

Is this the type of thing you are looking for?  If so, I'll add you add you to the change. 

Regards,

James

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On 8/20/2020 at 10:06 PM, James Ainsworth said:

We have a change in our backlog which will provide a popup highlighting that the ticket is closed and provide some actions that can be taken, such as...

  • An option to update and re-open the ticket
  • An option to update but keep closed
  • An option to notify the owner that there has been an update to the closed ticket
  • An option to raise a new ticket.

Is this the type of thing you are looking for?  If so, I'll add you add you to the change. 

Regards,

James

Please add us as well. This is a better solution than I imagined. thanks

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  • 5 months later...
  • 1 year later...

Good morning @James Ainsworth - Do we have a proposed date for when this feature will be available, please?  We have new staff coming in all the time and the error where a closed request is updated only spotted, when the customer makes a complaint that no one has responded to their previous email.

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