We are getting all of SLA breaches due to Technicians forgetting to update ticket status'. I think the problem is Techies are responding or working on a problem (so adding a response or timer) and theres no option to update the ticket status within the 'add' sections. You have to save then section and then edit the ticket its self to change the status. That ruins the workflow. What would also be good would be the status automatically updated (or pre-set in the editable add section) to say 'on-hold' which stops the SLA clock. Why would be even better is more Status Options (I've already enquired about adding custom ticket statuses and awaiting the response). So if you respond to a customer the status would be updated to 'Awaiting Customer'.
Idea No. 2254