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We are migrating from another help desk solution to WHD. In our previous solution, the resolved status was an internal status used by the tech to wait on confirmation from the client that the issue is resolved. Once confirmation is received by the client, the tech would change the status to closed. Is this the same process…
When a tech closes a ticket an email get sent to the user to let them know the ticket is closed. Half the time the user replies to the ticket saying "thanks" which creates a new note on the ticket but then also changes the status of the ticket to "Open". Has anyone else encountered this or know of a fix? Thanks, Joe
Is there a way to restart the time count on a ticket if the ticket is resolved but then the issue occurs again and the client reopens the ticket? We are getting several 'Past due' flags in our reports due to this issue and we won't want to count this against our technicians since it was initially resolved in the correct…
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