Re: [otrs] Pending on customer

[Nils Breunese (Lemonbit)]

Steven Carr wrote:

That still kinda doesn't answer my question as the "Customer Pending"

to do something, not the customer.

Anyone else got any ideas?

state doesn't exist, the "pending reminder" state is to remind the agent

Nils Breunese.

I believe OTRS currently doesn't have the feature you're looking for. We use the pending reminder state so our agents can follow-up on unanswered tickets. I believe this preferable over automatic customer nagging, but it does cost some extra time yes.

PGP.sig
Description: Dit deel van het bericht is digitaal ondertekend

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