Name of Feature/Request: Feature request - Automatically flip status from on-hold to open when a discussion is replied to by a customer.
What financial, time savings, or quality of life improvements will occur from this: Frequency: Multiple times per week | It’s Importsant that we are able to keep track of customer requests. When we change a task to “On Hold” it won’t appear in the default task view which filters to only show “Open” tasks.We set the task to “On Hold” when we’re waiting for the customer to do something. Since it’s no longer on our task views, we rely on the customer discussion notification to remind us to flip the status manually.However, often, we receive discussion replies at an inopportune time, so we may read the discussion and not have the time to flip it manually right then and there.This opens us up to the possibility of missing a customer’s task since the status still shows they’re supposed to do something but they’ve already replied back to us.
Attempted Solutions So Far: Manually flip the status (prone to human error)
Don’t use the on hold status at all. (Does not accurately reflect the status of the task)
Digging deep - Any additional Why behind this request / How was this accomplished before Striven in what system or software: Previously accomplished: Currently we need to remember to change the task status from “On hold” to “Open” when the customer replies.
StrivenID: 3889576