customer responses

acrodesign · Post by **acrodesign** » 30 Oct 2010, 16:14

I'm having trouble figuring out how to identify when a customer has responded to a ticket. The ticket just sits in the open queue without any visual indication of change when the customer's response comes in. The only way I have found to know the customer responded is to periodically open the ticket and look at it. What am I doing wrong?

Post by **crythias** » 30 Oct 2010, 16:21

Nothing. If you want email notifications, you can turn that on agent preferences.

acrodesign · Post by **acrodesign** » 31 Oct 2010, 19:36

I don't want e-mail notifications. Agents needs to be able to see from the dashboard that a ticket has a new article and needs attention. I don't understand why a star is diplayed when tickets have new articles.

In any case, can you write your own dashboard widgets?

Post by **jojo** » 31 Oct 2010, 20:02

The star displays that there are new messages/articles on a ticket. (This is a 3.0 feature)

acrodesign · Post by **acrodesign** » 02 Nov 2010, 01:26

I guess it is not working then. I am using version 3.0 beta 5. I had several notes that were displayed without a star, but when I opened them, there were new articles there.

Is the new article state per agent or global?

Znuny and ((OTRS)) Community Edition

customer responses

customer responses

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