On the front page I’d like to be able to see which tickets have been
appended. At the moment tickets are open or new however I’d like to see
’replied’ in there. Is there any consequences to hacking a new status
into the system?
If so (or even if not), is there a better way to do it? Should the
support team set the status to stalled when they answer? (We were going
to use stalled for tickets that have not been resolved but which we’re
not actively working on any more)