Ticket progress graphic

[Ifran E]

Hello,

Is it possible to have a graphic/dashboard which illustrates the tickets progress through the system. You know like when you order at Pizza Hut, it tells you that they are preparing the dough, then adding toppings, baking in oven etc..

I want to do something similar where milestones are graphically shown to the ticket submitter, and the milestone progress can be updated by the service desk tech.

Is it possible to do something like this?

[Jack Brickey]

There is nothing out of the box to present a graphic illustration of this to the customer. I would refer you to the marketplace to see if there might be an add-on that would meet your needs.

[Dave Mathijs]

Hi @Ifran E ,

Do you mean you want to show the status of your workflow to your customer?

Your customer can follow the status of his request in the customer portal.

When editing the fields of a request type, there's a second tab called Workflow Statuses where you can change the status name shown to the customer.

If this is not the answer to your question, can you please elaborate a bit on what you mean exactly by the 'milestone progress' if it's not the status of the issue?

Best regards,

Dave

[Ifran E]

They can currently see their status.

Example with 4 statuses, they can see that they are at #2, but they cannot see statuses before or after, so they are not sure what to expect coming up. 

[Jack Brickey]

Correct.