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Hello,

In the real world, sometimes more than one agent is assigned a task . . . perhaps a task that required a team effort.

I am not asking to change the way SmarterTicket auto-assigns tickets but rather to enable the ability for an Agent to add additional Agents onto an existing ticket.  This way, all the assigned agents see the ticket on their Active Tickets window and can contribute to the ticket as needed. 

Please consider adding this ability.

Thanks,
Paul

I couldn't agree more! Would be a brilliant facility for us. We work as a team with everyone needing to be kept in the loop. Another good one for us would be to have the ability for tickets to be flagged when they have been updated so that agents that have spent time away from the system can view updated tickets rather than having to be copied in on everything. Or even better for when one agent replies to a ticket that there is an option to let other agents know that this ticket has been updated somehow so that they can look at it when they next log back in, or there is a list of updated tickets for them to look at etc.

Cheers
Richard

TechGuru:

Hello,

In the real world, sometimes more than one agent is assigned a task . . . perhaps a task that required a team effort.

I am not asking to change the way SmarterTicket auto-assigns tickets but rather to enable the ability for an Agent to add additional Agents onto an existing ticket.  This way, all the assigned agents see the ticket on their Active Tickets window and can contribute to the ticket as needed. 

Please consider adding this ability.

Thanks,
Paul

 Maybe SmarterTicket should be able to assigne a ticket to a group of person instead of being assigned to a person directly.

Carl.

Hello,

I originally thought that this ticket system would work this way (with multiple users able to post, reply and read one incoming ticket).  Is this possible either thru groups, as mentioned above, or some other way?

Thanks,
Erik 

remember ... they are working on a version 3 ...

the way we do it here is all the trusted techs (which is just our dept) to be able to read other techs tickets ... this way we have a collective system.  they can also take control of the ticket and reply.

i would hope in version three it makes it more of a collective system like this also.

jamie 

Wow, that would be a GREAT thing to have.