William Fogelsanger
We need a color coded unread message label on the dashboard to replace the red dot and gray unread bar.
Would be so wonderful if the green assigned label could turn red when the ticket receives any new message, no matter whether it's email, phone, text, public, or private. And have that red label stay there until the assigned advisor views the ticket.
Currently, the red dot goes away if anyone views the ticket, so messages get missed by assigned advisors all the time.
The new message notification needs to stay until the assigned advisor views it. If someone was taking over another team member's ticket, they would assign the ticket to themselves, and the red label would turn green upon ticket reassignment.
Ticket status should only change via an interaction by the assigned advisor.
We could get rid of the red dot and the gray 'unread' bar and consolidate it all into a red ticket status label, because the current system isn't reliable.
List of proposed statuses:
Note:current statuses remain unchanged
Yellow
= unassigned
Orange
= unassigned, aged ticket over one hour old (or set interval determined by individual team settings)
Green
= assigned
Red
= assigned, but with new, unread ticket activity, and get rid of the unreliable unread gray bar and red message dot. Only assigned advisor can clear the red status.
Black
= closed
Gray
= archived