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Opened 6 weeks ago

Closed 5 days ago

#4751 closed enhancement (wontfix)

Filtering on support ticket list

Reported by: nazmulhassann20 Owned by:
Milestone: Priority: normal
Component: Support Forums Keywords:
Cc:

Description

When we receive tons of tickets per day at that time it is very hard to maintain which was remains un-replied. As an example- We received 5 tickets and we replied 3 today. The next day we received more 4 tickets and forget to reply the previous one which was not answered yesterday. After 2-3 days, we need to find manually if there is any un-replied ticket.

If there can be a filtering option to check un-replied ticket/thread on the top that could be life-saving.

Also, if I reply 10 tickets a day then if any user replies back to his ticket it does not show on the top or there is no way to get the visual signal that the user replied back to a ticket. So, if we can bold the Ticket Title or show any sign to show that "There is a new reply" then it would be great.

Attachments (1)

Screen Shot 2019-10-02 at 10.00.37 AM.png (94.6 KB) - added by nazmulhassann20 6 weeks ago.

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Change History (2)

#1 @Clorith
5 days ago

  • Resolution set to wontfix
  • Status changed from new to closed

Hiya, and welcome to trac!

I'm not sure how viable this is, since everything in the forums is heavily cached (there's a lot of content there), doing conditional displays like this for every logged in user would invalidate many of those caches.

And since these are forums, we try not to include too many ticket-related features, as it gives the wrong impression to various users.

What we recommend is that when making a reply, check the box that says to email you of any new replies to the topic. And in the overview list, you can see if a topic has been replied to, the second column (with the icon of three figurines) indicates how many participants are in that topic, if it is just 1, that means nobody other than the one who wrote the topic has left a reply. (to help with this, the support team has also made a user-script available for catching unanswered or stale topics)

With all of the above covered, I'm going to close this ticket as wontfix (it's the unfriendly term used by trac to mark something as closed and unlikely to change), but if there's a situation in the future where this turns out to be needed, we can re-open the ticket then.

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