Easter Sale 2024

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TOPIC: How does the Auto Ticket Assignmens work?

How does the Auto Ticket Assignmens work? 13 years 5 months ago #11878

  • tariq
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Hello,

If I have two or more staff for a department, to which user the ticket will be assigned?

Also, how can I make it notify all staff memmbers of a department, and any one of them can reply the ticket?

Thanks :)
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Re:How does the Auto Ticket Assignmens work? 13 years 5 months ago #11881

  • tariq
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Also, how can I make it notify all staff memmbers of a department, and any one of them can reply the ticket?)

To update the topic, I managed to do the above by setting the "Ticket Assignment Type" to static, and adding the email to be notified in the "Notify the following email addresses when a new ticket arrives (each email on a new line)" box. :)

However, I couldn't find out how does the "Auto Ticket Assignment" work when I have more than one staff for a department :blink:

Regards,
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Re:How does the Auto Ticket Assignmens work? 13 years 5 months ago #11883

  • alexp
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Hello,

The autoassigment type basically checks what staff member has the least amount of non closed tickets and assigns the ticket automatically to that staff member (load balanced).
Please note: my help is not official customer support. To receive your support, submit a ticket by clicking here
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RSJoomla! Development Team
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  • 1

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