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Feedback: Designating event with a tag

  • December 1, 2023
  • 2 replies
  • 0 views
Dan31

Hello! I'm very excited about this feature, but noticed in testing that there are no unique attributes assigned to a ticket when the status changes due to the inactivity timer. 

If there were a functionality similar to 'closed_by_merge' being automatically applied to closed by merge tickets that would be helpful. At the moment the status change is undiscernible from any other status change in the system, and while it is helpful in facilitating our chat workflow the extra tag would open a lot of options. 

Thanks!

    2 replies

    P
    • Prakruti
    • January 12, 2024

    Hi Dan, Thanks for the feedback. Apologies for the delayed response. I must have missed this notification in my inbox.

    I agree with you. We are planning to support custom ticket status before we make it generally available. With this, you can set the ticket to say a status such as Pending due to Inactivity. The status can be further used in Triggers and Automations to set a tag or perform other action based on it. 

    - Prakruti

      Dan31
      • Dan31
      • Author
      • March 21, 2024

      Hey Prakruti! Thanks for the note, and sorry for never responding. I was just revisiting today and was curious if there were plans for tagging, or if it is just Custom Ticket Statuses? I like Custom Statuses, but the lift of implementing them is higher than adding a tag to our reports. Thanks!

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