Parked
Tickets with the most recent response by anyone besides a staff member need improved discover-abilty
Impact: High
Overview: For the support team, an open ticket requires action or attention if the last response in the thread came from the original poster (OP). Currently, these get lost in the stream and are not discoverable by our team.
Objective: to increase discover-ability for tickets that require attention (tickets in which users have responded)
Current Behavior:
- admins cannot filter on topics with unread customer comments
- after OP's respond, tickets hold their same position in the queue
- Topics are marked bold when I haven't read them
Desired Behavior:
- Admins can filter on topics that have not been responded to by an admin from the advanced filters tab
- after OP's respond, tickets should sift to the top of the queue (controlled in settings)
- after OP's respond, tickets should be marked as bold or "needs response" (controlled in settings)
cc@Shane1
Overview: For the support team, an open ticket requires action or attention if the last response in the thread came from the original poster (OP). Currently, these get lost in the stream and are not discoverable by our team.
Objective: to increase discover-ability for tickets that require attention (tickets in which users have responded)
Current Behavior:
- admins cannot filter on topics with unread customer comments
- after OP's respond, tickets hold their same position in the queue
- Topics are marked bold when I haven't read them
Desired Behavior:
- Admins can filter on topics that have not been responded to by an admin from the advanced filters tab
- after OP's respond, tickets should sift to the top of the queue (controlled in settings)
- after OP's respond, tickets should be marked as bold or "needs response" (controlled in settings)
cc