Another post from me on the unread flag. I have posted a previous query on this (see here: http://www.helpspot.com/helpdesk/index.php?pg=forums.posts&id=6592).
Currently, if I use an automation rule to change the status of an issue, then HelpSpot flags this as a change to the issue and marks the issue as unread.
While this functionality is desirable for some changes, it is not logical for others and causes a whole pile of unread open issues that I then have to review (I am also the only user of this system).
Is there any way of working around this?
I thought of two possible options:
Per-rule functionality: Use an option in the automation rule creation screen (under “Options”) that queries the action to take re the unread status. Could be “Leave unread status alone | Change to unread | Change to read”, for example. This would be my preferred option.
General functionality: Give automation rules a new action “Change unread status” and set accordingly (leave/set read/set unread).
I feel this would be a useful feature for HelpSpot, since the whole purpose of automation is to save users time – which it cannot do if it causes extra work in some cases (unread issues needing unnecessary reviews).
Any thoughts, ideas? :=)