new information flag should be auto clear when I open a ticket
under review
C
Claudine Richardson
Merged in a post:
When a user resolves the ticket, it should move to Owned Work, regardless of whether the new information received has been read or not.
A
Anendra Singh
When a user resolves the ticket, it should move to Owned Work, regardless of whether the new information received has been read or not.
When a user replies to the latest email, it is clear that they have read the entire email chain. Therefore, it should not be mandatory to mark it as read for the ticket to move into owned work.
C
Claudine Richardson
Merged in a post:
New information to automatically get "mark as read" upon response to the email
S
Suraj Udupi
Changes to the ‘Mark as read’ functionality – for example, mark as read automatically when I open the ticket (option to turn this feature on & off) or when certain actions are performed on the new information email, and be able to ‘mark as unread’ from the home screen
C
Claudine Richardson
Hello Suraj Udupi! I have a few more questions for you:
- What specific actions on the new information email should trigger the 'mark as read' feature?
- Would you like the option to customize which actions trigger the 'mark as read' feature, or should it be a standard set of actions?
- How important is the ability to toggle the 'mark as read' feature on and off for your workflow?
L
Liliana Ziabka
Hi Claudine Richardson! I work with Suraj and he submitted this request on the behalf of my team. Here are the responses to your questions:
- The following actions should trigger the 'mark as read' feature: responding to an email, putting it in wait, resolving the email, adding a note, changing the category
- That would be great
- I have mentioned the ability to turn the 'mark as read automatically' feature on/off to be mindful of other customers, who may prefer not to use it. From our perspective, it does not have to be customisable per workflow/queue.
I hope that helps. Please let me know if you have any further questions. Many thanks, Liliana
C
Claudine Richardson
Merged in a post:
Mark as read on replied emails
T
Tijana Starcevic
As a user I would like to have email marked as read, after replying to it, without additional clicking on yellow marker "mark as read"
User Journey how to improve
B
Bobba Katona
Here is the ticket with 'i' sign. I open the ticket and it's still there until I click on it and then click on 'Mark as read'. As opposed to when I open it, it should disappear as I'm reading the ticket.
Kamal Saran
Bobba Katona: got it thanks. let me review this with the team.
B
Bobba Katona
Kamal Saran: thanks
Kamal Saran
marked this post as
under review
Kamal Saran
Hi Bobba Katona Thank you for your feedback. I tried myself and it does work as you expected. Could you please send me the steps to replicate the issue? Your information will help the development team investigate further.