Owner or responsible order to Customers

[gulas]

Hello EveryOne .


Is it possible to allocate tickets to the customer´s ?

I need to send an email ticket to my customer, and i want to put him as owner of the ticket.

How can i do that..

Thanks

[Alexander Halle]

Usally only an agent can be the owner of a ticket.

So your customer would need to be an agent in your system, which makes no sense I think.

Perhaps you are trying to achive somethign other than you described. The owner of a ticket is the agent who works on this ticket.

[gulas]

i understand..

but we are supporting "some job" to our customer. We need to our customer to do some tasks, and after our customers do this, we can continue working.

thats ways i need to open a ticket to my customer to do this task, and only after that i can work on it..

there is no other way to do that ?

thanks

[Alexander Halle]

One common solution is to use the waiting state, so that one knows that the ticket is in work but it can't be dealt with at the moment. Therefore you already find three builtin waiting states to differentiate a bit more.

Upon this solution you can build your own extensions. For example sending waiting notifications and reminder mails to the customers are a common extension.