Suggestion - "Views" - Exclude ticket status

[Conor Calby]

Hello,

At the company I work for we often have tickets marked as "Escalated to level 3", "Awaiting customer reply" etc.

I think it would be a good idea if each staff member could set statuses to exclude (both temporarily and "permanently")

So a level 1 tech doesn't have to search though each "Open", "In Progress", "On Hold" and other open statuses to avoid running into many "escalated top level 3" and "awaiting customer reply" tickets.

[laszlof]

IMO, you should have them in different departments. Every support department I've delt with has separate departments for level 1, level 2/3, sysadmin, management, etc.

The customers might not be able to directly open tickets in those departments, but you can move them there after its been determined it requires a higher level/management action.