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We've recently had an issue where our Technology Director has been getting assigned many of our tickets without having changed anything in our setup. When I look at the setup, our Director is set as the Lead Tech in many of the areas, but that's been the case since we first set this up many years ago. The way things had…
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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