-Tickets- Get lost!

[goot]

Need help.

Looks like our system doesn't work quite well. We created Agents in a group getting Emails (Tickets) from Outside in their queue !but! if they go on and lock a Ticket it is still shown to everyone else as open and so it appears as "new Ticket" ! We want to find a way that a closed Ticket disappears from everyone elses dashboard!

[iztok]

If an Agent locks the ticket, its only shown that it's locked. That doesn't mean that the state will go automaticaly to "pending reminder" or some other status. You have "Pending" button on ticket zoom, pressing it and selecting ticket state will do the trick. You can also accomplish this automated via SysConfig.

And if ticket is marked as "closed successful", it won't be shown on dashboard for sure.

[goot]

thanks iztok pending is just the state we need we just were confused when an agent locks a ticket that it can be seen and edited(or notes can be added). but we will indeed go for our own script so long and thanks