I noticed on the Ticket Status field that it only has 2 main Status options - Open or Closed. It would be best if we have a Cancelled option that's not categorized on either, for emails such as Spam, email alerts etc, which are not valid concern nor issue. There are a lot of scenarios wherein auto created tickets are not appropriately tagged as a closed or resolved ticket.

Now, the system does allow us to create custom status, but we need to choose whether it's considered an Open or Closed status.

This poses a problem when we're viewing tickets, creating custom ticket views, reports, criteria for workflows and most especially the surveys (customer happiness). Surveys are sent upon Ticket Closure (or every reply), but again, even the cancelled ones gets a survey. I hope this can be considered.

Thank you.

 

Jordanne