Hi everyone,
I would like to assign a ticket to multiple users to respond on it. For example, a customer provide some comments to us and different department will need to respond the customer, how should I do in this case?
I have tried to use split ticket to different users but it will create many tickets, which is quite confuse. So I would like to see if there is other options.
Thanks a lot!
Layla
Assign ticket to multiple users
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Re: Assign ticket to multiple users
Hi,
The agents should answer one by one and pass over the ticket to the next agent. Multiple owners at the same time are not possible.
- Roy
The agents should answer one by one and pass over the ticket to the next agent. Multiple owners at the same time are not possible.
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Assign ticket to multiple users
Hi Roy,
If I don't assign ticket to users, but just want them to know they need to reply on that ticket, are there any methods can do so?
Thanks,
Layla
If I don't assign ticket to users, but just want them to know they need to reply on that ticket, are there any methods can do so?
Thanks,
Layla
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- Administrator
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Re: Assign ticket to multiple users
HI,
Then I recommend using services and notify the agents with assigned "My Services"
- Roy
Then I recommend using services and notify the agents with assigned "My Services"
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Assign ticket to multiple users
Hi Roy,
How can I leverage the service function to fulfill the request? Could you please kindly elaborate more?
Thanks,
Layla
How can I leverage the service function to fulfill the request? Could you please kindly elaborate more?
Thanks,
Layla
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Re: Assign ticket to multiple users
laylawan wrote:Hi Roy,
If I don't assign ticket to users, but just want them to know they need to reply on that ticket, are there any methods can do so?
Thanks,
Layla
There's one alternative that may help you ,
I would suggest to create a new queue, now assign this queue to agents who you want to and then create generic agent, which will detect assigned tickets and use ticket notification setting to notify agent
Re: Assign ticket to multiple users
sameer615 wrote:laylawan wrote:Hi Roy,
If I don't assign ticket to users, but just want them to know they need to reply on that ticket, are there any methods can do so?
Thanks,
Layla
There's one alternative that may help you ,
I would suggest to create a new queue, now assign this queue to agents who you want to and then create generic agent, which will detect assigned tickets and use ticket notification setting to notify agent
Thanks Sameer, but it may not work because I need to know who has respond to the ticket. Sometimes User A,B and C need to respond to Ticket 1 and sometimes User A,D,E need to respond to Ticket 2.