Assign to first Responder

[darrren]

Hi there,

Was just wondering if there is a way to get a ticket to be automatically assigned to the first responder (even if responder is by email since we use the email connector). ? Or is this perhaps planned for in the future ?


Would really come in handy.

Thanks

[Support Team]

Re: Assign to first Responder

Thank you for asking. The Ticket manager is not automatically assigned to the first employee that replies to the customer. It is an interesting idea and will be logged.

For what it's worth, the Employee can create a ticket on-behalf of customer and assign it to themselves or to another Employee by adding an Employee email address or @me keyword on the subject line as following:

@employee_email_address@yourdomain.com @customer_email_address@domain.com The server is down.

or @me @customer_email_address@domain.com The server is down

Hope this helps.

[aaspeer]

Re: Assign to first Responder

We setup a 'Queue' user that all tickets are assigned and we set it's email address to be a group email that notifies all of our support team. We have been using it this way for years, and it works well. It does take up a license, but it is worth it.