Conversation
…et grouping A ticket the AutoResponder replied to last was listed under Awaiting reply with a waiting badge, although the customer already got an answer from DFX. It now sits under Answered (as before the regrouping) and only comes back to Awaiting reply once the customer writes again. The waiting timer and the escalation tiles of the overview follow the same rule, since both use needsReply.
|
EN: DE: |
Collaborator
|
EN: DE: Details#1494 takes over this draft: a bot auto-response counts as an answer, so the ticket sits under Answered until the customer writes again. Head is current |
Collaborator
This file contains hidden or bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
Sign up for free
to join this conversation on GitHub.
Already have an account?
Sign in to comment
2 participants
Add this suggestion to a batch that can be applied as a single commit.This suggestion is invalid because no changes were made to the code.Suggestions cannot be applied while the pull request is closed.Suggestions cannot be applied while viewing a subset of changes.Only one suggestion per line can be applied in a batch.Add this suggestion to a batch that can be applied as a single commit.Applying suggestions on deleted lines is not supported.You must change the existing code in this line in order to create a valid suggestion.Outdated suggestions cannot be applied.This suggestion has been applied or marked resolved.Suggestions cannot be applied from pending reviews.Suggestions cannot be applied on multi-line comments.Suggestions cannot be applied while the pull request is queued to merge.Suggestion cannot be applied right now. Please check back later.
EN:
A ticket the AutoResponder replied to last was listed under Awaiting reply with a waiting badge (see #1455), although the customer already got an answer. A bot reply now counts as an answer: the ticket sits under Answered and only returns to Awaiting reply once the customer writes again, as it did before the regrouping.
DE:
Ein Ticket, auf das zuletzt der AutoResponder geantwortet hat, stand unter Awaiting reply mit Warte-Badge (siehe #1455), obwohl der Kunde bereits eine Antwort erhalten hat. Eine Bot-Antwort gilt jetzt als Antwort: Das Ticket liegt unter Answered und kommt erst zurück nach Awaiting reply, wenn der Kunde erneut schreibt, wie vor der Neugruppierung.
Details
Change:
needsReplyinsrc/util/support-stats.tsno longer treatsAutoResponderas "our turn".customerWaitingHours(waiting badge in the ticket table, escalation tiles on the overview) uses the same function, so bot-answered tickets no longer show a waiting time either.isUnassignedis unchanged (bot as clerk still renders Unassigned). Tickets without any message stay in Awaiting reply.Tests:
support-stats.test.ts(bot reply = answered, ticket returns on the next customer message, waiting timer null after a bot reply),support-issue-table.test.tsx(escalated badge sample now uses a customer message). Measured coverage on Node 20 forsupport-stats.tsandissue-table.tsx: 100/100/100/100. Full Jest suite: 135 suites, 2058 tests green (LC_ALL=en_US.UTF-8, see #1460).Declared: no Playwright baseline change (no rendered screen changes; the local seed has no bot-answered tickets). The
e2e/realunit-support.spec.tsgrouping comment is updated, the fixture data and assertions are unaffected (no bot-authored issue in the fixture).Overlap: #1427 touches
support-dashboard-overview.screen.tsx, not the files changed here.