Auto-assign tickets
Ability to automatically assign a new ticket to a staff member
Included in HESK version 2.3
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Waseem commented
can you help me with steps for auto assign of tickets to the user.. I use HESK version 2.8.5
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split commented
Would like auto-assign also, but based on a custom field or based on Category. Its seems that based on other comments, that is what others want as well. Yet, that does not appear to be what was implemented???
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Kris Stark commented
I love the idea of being able to auto-assign tickets, but it would be wonderful to be able to auto-assign to a specific user depending on the category that was picked. For certain types of questions, we have specific people who are best qualified to either take care of the problem, or to reassign the issue. Having one "traffic cop" is not a very efficient solution for us.
This is really the ONLY feature that I still need in a help desk package that Hesk does not provide.
Thanks for the great product!
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Chris commented
Would be great if categories could be auto assigned to certain staff members.
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gabberkopf commented
Auto assign ticket depending of language the customer selects would be nice.
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Anonymous commented
Go to http://demo.ilient.com/EndUserPortal.jsp click "Submit a Service Request" and yo'll see the the dropdown List beside "Category".
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Anonymous commented
Loro, I went to your demo link but it needs a username and password, so I can't see what you mean. Christine
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Loro commented
This would be great if it can be combined with the Department feature mentioned by Daniel.
Meaning three dependent category boxes (like here: http://demo.ilient.com/SubmitSR.jsp) where the last box is assigned to a specific staff member. This speeds up getting the ticket getting to the right memeber without needing a dispatcher.