Peter in the forums was asking if we could expose ticket information such as the "next worker" or "waiting" status in the customer transcript history. And instead of or addition to, could we create slightly modified status information, see quote.
(quote)
Is it possible to show the next worker/waiting to the end user? Or, even better, instead of having "open" and "closed" how about "waiting on us", "waiting on you" & "closed"?
(end quote)
The new Custom Fields in the support center patch attached to http://www.wgmdev.com/jira/browse/CHD-1782 will take care of the extra status options. It also includes a little patch that allows the admin of the site to expose the Next Workers First Name Or Full Name.
New Feature
Resolved
[Support Center] Option to expose ticket information such as "next worker" in the customer transcript history
