Unable to act upon paused tickets

Since 25th’s update we can no longer do anything with paused tickets.

Please advise.

Hi azon2111

We are sorry to hear about this. We have taken note of your issue but we continually deploy updates to improve the platform. Rest assured that we have escalated your concern and we will make this our utmost priority Thank you.

Status update on this fix???

Hello @azon2111 ,

As mentioned in the email, a ticket needs to first be resumed by the staff it was assigned to. In order to be able to resume a ticket the following option needs to be enabled: Admin Panel > Settings > Tickets > Enable stopwatch (available to staff assigned to the ticket) - screenshot attached.

We have also submitted an improvement request to development in order to have that option enabled by default in the future and we will let you know by email as soon as we have any updates available.

Thank you Dylan for helping to understand how to fix this. Please close this thread.

@azon2111 You are welcome. We are glad that your issue is now fixed.