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Is it possible to mark a ticket as REPLIED without actually replying to it?

Not at the moment, no, statuses are assigned automatically based on actions. However, I plan to add more status options to the future versions of Hesk.

Thank you. I have customers that always want the last word, which makes it look as if I need to reply to ticket again. After reading the post I find a reply is not needed but it is still tagged as if I need to.

Looking forward to being able to add new status in the admin side

With regard to the question though, can't you just lock the ticket which then not only disables more customer replies but also marks it as resolved?

Hi,
This is a feature i am looking forward to in the next release. For my setup i have removed the option of submitting a ticket on the customer level and only given the option of viewing a ticket.
While with some situations i like the idea that a customer can reply or wait for a reply from admin, it isnt needed for the most part in my setup.

For my setup an admin submits the ticket and the customer can view updates of status to the ticket but not reply to updates on the ticket.

So for a status change feature of hesk. It would be great if say a drop down menu be added to change the status, with the ability to custimize the choices.
For example:
1: An admin creates a new ticket for a customer.Ticket is given "New" ticket status
2: Customer checks status but no reply from customer is needed (or wanted)
3: Admin starts work on customer ticket. Status changed to " In Progress"
4 Customer checks status but no reply from customer is needed (or wanted)
5: Admin requires some infromation from customer. Changes status to " Customer Response Needed"
6: Customer checks status and replies
7 Admin finishes ticket. Changes status to "Completed"
8: Customer checks status but no reply is needed (or wanted)

Something like that would be great with the ability to custimize the status text.

Sorry if i highjacked the thread, wasnt my intention

acidrs wrote:Hi,
This is a feature i am looking forward to in the next release. For my setup i have removed the option of submitting a ticket on the customer level and only given the option of viewing a ticket.
While with some situations i like the idea that a customer can reply or wait for a reply from admin, it isnt needed for the most part in my setup.

For my setup an admin submits the ticket and the customer can view updates of status to the ticket but not reply to updates on the ticket.

So for a status change feature of hesk. It would be great if say a drop down menu be added to change the status, with the ability to custimize the choices.
For example:
1: An admin creates a new ticket for a customer.Ticket is given "New" ticket status
2: Customer checks status but no reply from customer is needed (or wanted)
3: Admin starts work on customer ticket. Status changed to " In Progress"
4 Customer checks status but no reply from customer is needed (or wanted)
5: Admin requires some infromation from customer. Changes status to " Customer Response Needed"
6: Customer checks status and replies
7 Admin finishes ticket. Changes status to "Completed"
8: Customer checks status but no reply is needed (or wanted)

Something like that would be great with the ability to custimize the status text.

Sorry if i highjacked the thread, wasnt my intention

Hi acidrs, you may find this of use: Remove Reply When New Ticket is Submitted. Not quite what you asked for but oh so close

Raven wrote:
Hi acidrs, you may find this of use: Remove Reply When New Ticket is Submitted. Not quite what you asked for but oh so close

This was very helpful and ive used this as a temporary measure.

Ive been staring at the code for a while now and while my php knowledge is far from good ive been able to make slight changes in custimization of status text in the text.php. The net step is to try and add an option in the admin ticket page to allow a manual change of status without the system auto changing it when something is changed.