Ticket Overview Highlights
Hi,
Could any help me confirm the function of three aspects of the main Ticket view that I couldn't find in the Help?
1. Tickets get a Blue Border: I know this relates to Read/Unread state, but is it "I personally haven't read the latest update", or "no one on my team has read the latest update"? And which actions in the ticket are expected to trigger an Unread state?
2. Ticket has a blue dot next to the date?
3. Pending Tag next to the status: I found previous comments, "'Pending' means that a public-style comment has been sent and the ticket is pending the client's reply."
6 Replies
1. "no one on my team has *read *the latest update"? The only way to *read *a ticket is to send an outbound public/tpc/approval comment OR manually mark as read via 3-dot menu. Inbound public/tpc/approval comment will trigger unread.
2. This is the ticket priority icon -- are you using the 5-level priority? Blue would be 'Low'
3. 'Pending' state means an outbound public/tpc/approval comment has been sent and the ticket is pending reply from the client
Ok thanks that is helpful, I will go over these with my team
I was confused by the blue icon, I think because Normal priority doesn't have an icon
My team brought up a couple of suggestions:
- Could we have the colour icons included in the Priority selection box?
- Can we have a colour for "Normal" Priority rather than just having no colour?
or maybe None should have no colour and Normal should be green
They will all be customisable in the future when we release SLAs + Priority Matrix (impact/urgency).
https://feedback.gorelo.io/p/contracts-service-level-agreements-2
Contracts - Service Level Agreements - Gorelo
Need the ability to configure service level agreements on a per contract basis according to ticket/issue priority. Additional logic could be built ag...
👍
looking forward to it!