Dont assign new tickets/assing on reply

  • Resolved bobzbobz

    (@bobzbobz)


    7 years, 6 months ago

    Hi

    This has probably been asked before, but I cant seem to find the right search terms to be getting my answer.

    Is it possible to remove auto-assignment of new tickets completly?
    So that they would appear as “unassigned” until someone replies (which then becomes the assigned agent).

    Right now the tickets are auto-assigned (Im not sure where or how) and when a different agent accepts this case (and closes it) the user is told that the auto-assigned “agent closed the case” in stead of the actual support agent who was working on the case.

    Regards

    • This topic was modified 7 years, 6 months ago by bobzbobz.
    • This topic was modified 7 years, 6 months ago by bobzbobz.
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    A ticket has to be assigned to someone. Generally a ticket is assigned to the agent with the least number of open tickets. But, you have a couple of options to play with.

    First, you can create a user called “unassigned” and make them the default in TICKETS->SETTINGS->GENERAL.

    Next, disable auto-assignment to force all tickets to the default agent – you can find out how to do that in the FAQ section of this site: FAQ. Look for the FAQ titled “How to disable agent auto-assignment”.

    Finally, when an agent picks up a ticket they can simply change the agent on the ticket to themselves. They can do that in the TICKET DETAILS metabox on the right side of the ticket. Then, when the ticket is closed the correct agent will be mentioned in the email alert.

    Steps 1 and 2 aren’t strictly needed since the agent can always assign the ticket to themselves at any time. But it does help a bit since its easier to see which tickets are “unassigned”.

    I hope this helps.

    Thread Starter bobzbobz

    (@bobzbobz)

    Thank you for your answer ??

    I was hoping that you could automate the assignment proces by “assigning the first person who replies to a ticket”, as I can imagine my agents forgetting to assign themselves.

    I will try your sugestion and then I guess we have to remind our agents to remember to assign themselves when they answer a ticket.

    • This reply was modified 7 years, 6 months ago by bobzbobz.
    • This reply was modified 7 years, 6 months ago by bobzbobz.
    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    You can probably automate the process with a little bit of custom code but its not something that is built into the application right now unfortunately.

    Thread Starter bobzbobz

    (@bobzbobz)

    Thank you for your reply

    Now you have an idea for an addon ??

Viewing 4 replies - 1 through 4 (of 4 total)
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