Allow the Guest to Reopen/Close Feedback
Pascale Desormeaux
For effective collaboration, it is essential to be able to:
1- Reassign feedback to a customer for review/validation
2- Allow the customer to change the status to “Reopened” or “Completed”
In case 2, the ticket status must be able to be synchronized with the integration put in place (i.e. Jira for example).
Currently I have to:
1- Close the Jira ticket to Done so that it shows as “resolved” for the customer
(Major issue of status synchronization option available).
2- Ask my customers to comment on each ticket if it is complete or incomplete for them.
It's not functional at all.
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Emile-Victor Portenart
Hey Pascale, thank you for your feedback.
Is it correct to say that you'd like a custom status "Waiting for validation" that maps to a certain status in Jira and let your client actually comment and/or set the issue as "Resolved" themselves?
Pascale Desormeaux
Emile-Victor Portenart
Yes and no.
Yes, for the assignment portion -- if the status determines “client review” then we can rely on this status to identify the feedback that must be validated by the customer (the concept of reassignment is answered with this solution in part).