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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…
I have WHD set up to assign tickets to techs based on location. This works well until I have a specific request type that needs to be assigned to a specific tech. I have tried many things none of which worked - I set up a new group and put that request type in the group and checked the box to assign to the group manager…
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