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I have successfully used Jitterbit Integration to pull data from the API and sent it to a target database for integration with our Intranet portal. The piece that I am missing is the Tickets In Queue Count. Is this something can be accessed via a web service request currently, and if not can you please put this at the top of the list of methods to add?

The end result for the above use is to post a Ticket Count Alert in the header of our intranet site, so that our reps always know what the flow is (i.e. Active Tickets assigned to them / Tickets In Queue).

Thanks in advance.

Unfortunately, there isn't a method available in our current web services that retrieves a total count from the queue. However, you may want to take a look at our events system. You can set up an event to automatically notify you when more than a certain number of tickets reach the queue. There are several actions available for our available events.

Some of the ones you may want to take a look at are:

• Email
• Reminder popup (in the management interface or sent directly to SmarterNotify)

If your agents are not in the management interface all day you may also want to check out SmarterNotify. It's a desktop app that allows you to receive notifications from SmarterTools products. More information on that can be found here: http://www.smartertools.com/SmarterNotify/Features/Free-Windows-Notification-Software-Application.aspx

Hope this helps!

Thank you Andrew.

Is this something that will be looked at for a future release? I would think this is a method that would be widely used by those that use the "cherry-pick" option in ticket assignment.

All of our feature requests go through a review process. At this time though, I cannot say for sure if it will be included in a future release. I totally agree that this would be a nice thing to have. (especially for those using cherry-picking).

Will the event system not work for your situation?

Unfortunately it won't. We are looking to have the highest level of integration between all of our service points and our CRM. Our hope was to use the Webservice call and a Growl style overlay to notify the receipt of tickets.