Experiences with new ticketing portal and escalating tickets?

[wesochuck (Wes Osborn)]

@lori.fenton

The message said something to the effect that “iQuest” did not notify us of any comments on this ticket.

Sorry, I missed this earlier. Unfortunately, this is true and has been for sometime (before the current ticket system):

@dwisch

PIAC also asked about how ticket notifications work for site managers and other support staff. Currently, support staff will only receive a notification when the status of a ticket changes. If you reply to a ticket but the ticket status stays the same, support staff will not get an email notification.

I’m not sure if it is a software limitation or a management decision to potentially help reduce interruptions, we’ll see if we can find out more.