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"Waiting For Customer Response" Status


I've been using FogBugz for a few weeks now and I'm very impressed with ease of use and functionality. However, I've got an issue with customer communication and the current status of a case. This might just be a work flow problem.

If a customer sends a support email a new case is opened in FogBugz and the customer receives an automated response with a case number. This is good. Now when we respond to the customer, even if it's just to ask for more information,  the case has to be 'closed' for effective management of a single 'Next Action' or 'To Do' list. Fundamentally this is because when/if the customer replies the case is then re-opened and will now automatically appear in lists showing open cases. Again, this is good. But, if the customer looks at the status of his/her case it will report 'Closed' even though we are waiting for a response. This is not good.

I've played with the concept of moving requests to different areas but it doesn't really work.  The only automated change that happens is that the case is re-opened if it is closed when the customer replies.

Also, the 'status:new' method doesn't allow you to work with a single list of open cases. You need a second list of 'status:new' to act as a reminder. This makes it very difficult to work with.

The only solution I can think of is a 'Waiting For Customer Response' status, which is excluded from the open cases lists until the customer replies. Cases at this status could be reviewed periodically and move to closed or the customer contacted again. Importantly, there's only one list that acts as a constant open actionable list and that's all open cases.

Can you offer some advice please.

Many Thanks

Nick Sills Send private email
Friday, February 13, 2009
Whoops, I meant to say 'show:unread' not 'status:new'.
Nick Sills Send private email
Friday, February 13, 2009
Hmmm.  This is a problem.  Public case view will show as closed, but "Send & Close" is the most convenient way to wait for customer info.  I believe the workflow improvements we have planned for FogBugz 7 will help with this. Sorry, it's a recognized problem and something we're working on.
Rich Armstrong Send private email
Friday, February 13, 2009
Thank you for the rapid response. Do you have any idea when this will be available?
Nick Sills Send private email
Friday, February 13, 2009
Later this year.

Rich Armstrong Send private email
Friday, February 13, 2009

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