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Open tickets - "waiting for customer" vs "waiting for staff"
I just started using osTicket and currently looking for a way to distinguish open tickets between those that require response from support staff and those that are waiting for customer response. So I modified list "Ticket Status" and now instead of single "Open" status I have two statuses - "Open - waiting for customer" and "Open - waiting for support staff". "State" of both statuses is open.
But my problem is that under "Ticket" page I still see only "Open", "My Tickets" "Overdue" and "Closed" quick filters and "Open" filter brings me all tickets with state "Open". What I would like to achieve is one or more of the following:
1. Have "Open - waiting for customer" and "Open - waiting for support staff" options under "Tickets" page in "Agent" panel
2. Have "Ticket status" column in the resulting table so that I could sort list by this status, not just state "Open"
There is "Advanced" option, which brings "Advanced Ticket Search" dialog where I can select one of my customized statuses as search criteria. It works well and gives me expected search results. But URL of search result is not permanent - it ends with something like
3. Can there be an option to "save this search"?
4. Is it possible to construct a URL that I could bookmark and that will filter tickets using my custom statuses?
The URL under "Open" option ends with "?status=open" but looks like it actually filters by state, not status
Any suggestions will be highly appreciated.