Hello,
Is it possible to create overview that would contain tickets which were responded so support agents wait for clients reply? As far as I understand “Pending reminder” and “Pending closed” states are not what I’m looking for. In Zendesk such state is called Pending, is there something simmilar in Zammad?
Thanks!
It would be possible to create a custom state:
Like described here https://github.com/zammad/zammad/issues/574#issuecomment-286464635
There is no GUI at the moment for creating states, but it is possible on a self-hosted system.
Another way, in the GUI, would be a dropdown (Object) “Waiting for reply”.
regards
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