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Answered

How to join a status label to a text of reply

Ryann 4 years ago in Usability & Interface • updated 4 years ago 4
It seems possible to mix in one reply a status label (like STARTED) and a text of answer.

In the Agent Interface for administration:
  • I noticed that if you set the label first, you can edit the reply and add the text of answer to mix both of them in the same reply.
  • But if you start first by typing the text of answer, it seems not possible to add the status label on the same answer: adding the status appears as the next reply.
Then, is there any solution to add the status label to the text of answer after typing it?

Answer

Answer
Answered
Hi, 
If you will click "reply" on topic (not comment) you will have form like this one:


Or you can click "Additional administrative actions" if you already start to answer.

Answer
Answered
Hi, 
If you will click "reply" on topic (not comment) you will have form like this one:


Or you can click "Additional administrative actions" if you already start to answer.

OK, I understand your two answers.
But they are valid when writing the answer and adding the status "in the same session, before posting".

What I was asking concerned the modification of a reply.
In other words, a two-step submission:
1. you post a reply
2. Then, you want to add the status label (that you forgot) on that published reply, and not as new following reply.

I know how to do 2 before 1 and get a final reply with status and text in the same reply.
But I don't know to get it when I do 1 before 2.

Maybe the solution would be to have also these "Additional administrative actions" not only when you write a reply, but also when you edit a reply?
Hi Ryann,
We have one problem why we didn't do that. If you will do comment it has date of post. Then after 1 week you will change the status on this comment. But date will be the same because we have no "update" date for replies.
We wand to have correct dates when topic's statuses was changed. That's why if you didn't do it when you post reply you could add a new one.
Perhaps we will find better solution for it soon.
Oh yes, that a point that I did not take into account.
OK that's clear now. Thanks for explaining.