I would like to propose a new feature for the modmail/support system: Tickets On Hold.
Context
SCNX currently supports useful features such as ticket reminders and auto-close. However, it lacks an option to temporarily put tickets on hold. This could be useful in situations where a response or outcome from a third party must be awaited.
Proposal
Command:/onhold [TRUE/FALSE] Function: This marks a ticket as On Hold. Uses: 1. Unban requests, 2. Application responses, 3. Member reports, 4. Other tickets reasons for long waits.
Extra Options
And maybe also useful is that when you execute that command, a message is also sent to the user and is pinned to the ticket so you can see the last ticket status. (Another suggestion is linked to this suggestion but will be sent later when this suggestion is implemented in V2 or V3)
It’s also useful when a ticket has the “On Hold” status, as no reminders are sent to either staff or the user, and the ticket prevents automatic closure!
Additional These additions don’t necessarily need to be incorporated into the current version, but could also be part of a future version, such as Support System V3 or Modmail V3. I believe this could significantly improve workflow for staff and make ticketing more manageable.
I think it’s a great idea. Depending on the selected system (Modmail/ticket system), you could also add a button next to the command, but I think that such a system would be useful in such cases and also something for the new support system V3.
I don’t think it will be implemented in Modmail V2, as the new system will be released soon.
Hey Timon,
Not at the moment. Unfortunately, the board I work for doesn’t want to implement it until it reaches the V3 Stable version. But I’m looking forward to V3 being released. - HelloSeppe
That’s completely fine - if you want, I can suggest it in a channel in the German server (for bugs/ideas support system V3) so they can add it soon (when it’s possible) ^^
Interesting idea, in your suggestion you mentioned that there is an additional aspect. Could you please consider adding that or briefly explain it? It could influence how we implemented this system to avoid headache in the future. Also I can confirm that this is something for V3-only unfortunately, but we’re close to having a stable version.
Like this, it would also be helpful if the Ticket Welcome message (the first message sent in the ticket) included a status such as “Waiting for assignment,” “Ticket on hold,” or “In Process,” etc. This status would also be updated automatically or via command. These status changes would also be reported to both the user and the staff member (these notifications would also be pinned to the ticket channel).
Even better would be if you don’t care in which channel “/ticket status [TICKET NAME / ID]” so the system can tell you what status the ticket is in without having to search for it.
And it would be a useful addition to be able to better read what status the ticket is in.Hopefully this has helped you understand what I am trying to suggest.