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Akeeba Ticket System

#22034 Auto reply changes ticket status

Posted in ‘Akeeba Ticket System for Joomla! 4 & 5’
This is a public ticket

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Environment Information

Joomla! version
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PHP version
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Akeeba Ticket System version
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Latest post by tampe125 on Monday, 09 February 2015 05:59 CST

Monday, 09 February 2015 00:52 CST

techjoomla
 I've set up the auto-replies to cater to the first use case described on the documentation
Thanking a user for filing a ticket and letting them know that a human agent will reply to them shortly, or inform them about any holidays / vacation time which may adversely effect the response time.


The auto-replies are working fine, but after the bot replies, the ticket status gets changed to Pending. Since a human reply has not gone out, the ticket status should be retained. Is there a setting that I have missed ?

 https://techjoomla.com | @techjoomla

Monday, 09 February 2015 01:30 CST

techjoomla
Typo - The PHP version is 5.3.29

 https://techjoomla.com | @techjoomla

Monday, 09 February 2015 01:38 CST

tampe125
Hello,

what you are experiencing is the expected behavior.
It doesn't matter if the reply comes from a human or a computer: it's a reply from the company offering support to the client. This means that the status is Pending because we expect the client to reply back to us.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Monday, 09 February 2015 05:14 CST

techjoomla
This is a bot reply, meaning we do not expect the client to reply back yet, just an acknowledgement that we have received their ticket. Why would the ticket need to be set to Pending in that case ?

 https://techjoomla.com | @techjoomla

Monday, 09 February 2015 05:59 CST

tampe125
Because it's a reply from the company: in your case you are not posting any new information, but usually you could ask for further details or provide the a solution to the issue.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Support Information

Working hours: We are open Monday to Friday, 9am to 7pm Cyprus timezone (EET / EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets outside of our working hours, but we cannot respond to them until we're back at the office.

Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!