Auto-Assign Tickets by Product

  • Hi guys,

    I have several products setup in Awesome Support, and I want to set it up so that when a user submits a ticket, they select the product they need support for, and agent who is responsible for that product will automatically be assigned to the ticket.

    So, I’m looking for a way to assign a particular agent to all tickets created for a specific product. Could you please provide me with some direction on how to do this? I am a developer, so it would be great if you could give me a code snippet or direct me to the functions, hooks, & filters needed to make this possible.

    Thanks for creating such a great plugin.

    https://www.ads-software.com/plugins/awesome-support/

Viewing 6 replies - 1 through 6 (of 6 total)
  • Thread Starter Christian Freeman (codelion)

    (@takinglife2themax)

    Any thoughts on this guys?

    I understand that this is a feature that you said you were developing, but that was quite some time ago, and I need this feature in order to start using Awesome Support fully.

    It’s a great plugin, but I feel that this is a major missing element.

    Plugin Author siamkreative

    (@siamkreative)

    Hi Christian,

    Sorry for the late reply. Unfortunately, this is not possible out of the box, but as you’re a developer, you should be able to code this feature.

    I’ll let julien731 point your in the right direction. If you get something working, it would be amazing if you could share it on Github… It could help others.

    Cheers

    Plugin Author julien731

    (@julien731)

    Hi Christian,

    As SiamKreative said, it is not possible with the current version of the plugin. We have an “Advanced Assignment” addon planned for doing this kind of thing but no release date yet.

    If you want to write a snippet for yourself, you can hook onto the wpas_find_available_agent filter.

    The filter gives you the ticket/post ID based on which you can get the product that’s been selected.

    Personally this is what I did to get the automatic assign tickets by agents :

    Depending on the customer’s choice -> custom field (ex : choice by Product in taxonomy)

    I added the following plugin : Restrict taxonomies

    And check yours taxonomies by agent role (create 1 role by agent -> ex : “Agent Technique” role with Taxonomy “Technique”.

    And that work lol

    Good work.

    If it helps…

    Plugin Author julien731

    (@julien731)

    Wow that seems very unreliable. I think you’ve been very lucky so far if the assignment worked because there is no direct link between an agent and a product. Everything is post-processed, which means your method can’t work reliably.

    The only reliable option is the one I shared above.

    Actually it is unreliable: D

Viewing 6 replies - 1 through 6 (of 6 total)
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