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Ticket auto-assign to staff

Mihai Aldea shared this idea 5 years ago
Under Consideration

Would be great for new support tickets to be auto-assigned to staff members so that any individual in the team will not consider that the others will take over the new ticket.

It would be also nice to correlate this with the escalation system. If a ticket that was auto-assigned to a staff member doesn't get answered within an hour or so, it should be either reassigned to other staff members, or escalated to management.

Comments (3)

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You would think when you create a ticket thst it automatically gets assigned to you. Currently when creating a ticket you have to perform that extra step that can save time by auto assigning it to the creator of the ticket.

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This seems like a no brainer... there should just be an option to auto assign a ticket to the default staff memeber.

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yes, that would ease up operations, shouldn't be a big problem