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My organization recently began using Web Help Desk (12.7.10 - Build #12.7.10.172). I am having issues with the auto assign tickets feature. I have one Tech Group that handles all of the incoming tickets, which are assigned to a generic request type. Techs A and B are getting all of the tickets assigned to them, while Tech…
We currently use tech groups on all of our request types, but there a handful of techs that have mentioned it would be nice if they could have the ticket auto-assign to them as they are opening the ticket. When I opened a case with support they said the way to do this is to have no tech group assigned to the request type,…
A little explanation of our setup to start: We have tech groups with various levels, but the first level is the help desk because we want all requests routed through the help desk first then sent to whatever team is appropriate. The help desk level is set to be auto-assigned to one of the techs, but there are no techs…
I'm trying to create an action rule so that when a Tech sends an email to the Client of an "Open" ticket that the Tech is automatically assigned to that ticket. This is because when a Tech does this they are effectively taking responsibility of the ticket and therefore should be assigned to it automatically. However, this…
Hi, One of the things that could improve ticket management from a statistics perspective. Currently when you close a ticket you are NOT prompted (or forced) to confirm who is the assigned Tech. If this feature was added, it would enable the correct Tech to be credited for the work carried. It is part of internal processes…
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