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Forwarding tickets to a Group and not individuals

Hi,

What is the best way to forward tickets to a group of people (techs) and not just individuals. For example, group A receives a ticket and then require group B's assistance to complete the ticket. 

They (Group A) can assign this ticket to a member of Group B and that works fine but how can they assign it to the whole of Group B to ensure this ticket is completed. 

We have had issue where a ticket has been assigned to an individual who has been on leave, sick etc and this ticket has gone unanswered as no one else in the group has seen the ticket.  

Thanks

Noel

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  • Howdy !

    I recommend almost never direct assigning for the exact reasons that you described. The same way you assign a ticket to an individual, you can assign to support groups. Even using the group names you provided!

    If I'm a member of Group A, I should first claim the ticket to myself. This helps track assignment, and that I'm actively investigating the ticket. Once I've determind that this ticket should be worked by a different group, Group B, you have some options. You can either Assign the ticket to Group B, or you can Private massage using an @mention to Group B and describe in your escalation request.

    Personally, from an audit and metrics standpoint, I favor assigning the ticket to the intended escalation group.

    I hope this helps!

  • Hi, 

    Thanks for your reply. When forwarding a ticket we only have the option to send to individual Tech accounts and not support groups. Can we set up a support group fairly easily is this something an administrator would need to do for us?

    What you described is exactly what I am looking for. 

    Thanks

    Noel 

  • Yup!

     Go to Setup>Users & Groups>Groups

    You can make any number of Groups and populate them with the appropriate members. Then use those groups as assignment groups, approval groups, notification groups...etc

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