Assign Ticket to First Responder
I would like to make it so that when a ticket is first replied to by a Technician, then that Technician is assigned that ticket (not Round Robin). For example, if there are Technician 1 and Technician 2, and Technician 1 responds to a ticket, then the ticket is assigned automatically to Technician 1. However, if Technician 2 also helps by replying in that ticket, Technician 2 will NOT be assigned the ticket automatically. It's whoever replies to a ticket first that is assigned it. This feature exists in other Helpdesk services so I would like to see it here.
Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
-
Miguel Jimenez commented
This was a great feature of Spiceworks Helpdesk, which we used before moving to Atera 4 years ago, and we are still missing the feature.
It helps with SLA and accountability of the team.
-
Tracey Naleway commented
I like this concept. ITIL 101.