18 May
2008
18 May
'08
8:24 p.m.
Den 16/05/2008 kl. 21.47 skrev gen@gentube.com:
Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has been marked as either "closed" or "responded", the ticket remains closed and is not displayed in the queue. As it turns our, tickets marked as anything but open are not displayed in the queue. pending, responded... none of them show up in the queue.
Are you sure the ticket actually remains closed after a customer follow-up? Have you tried searching for the ticket id? It may be that the ticket is locked to some agent. Then it would not show up in your queues. -- Lars