Settings and activity
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26 votes
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!
Colin Hill
supported this idea
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896 votesColin Hill
supported this idea
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54 votes
Hey all,
After speaking to many of you and designing this one together, I'm happy to announce we are now beta-testing a new feature focused around technician groups/ ticket queues
The new module allows:
- Creating technician groups for better team organization
- Assigning tickets to groups for efficient workflow
- Filtering and creating custom ticket queues to manage priorities in the tickets list
- New ticket automation rules improvement with new triggers, conditions, and actions
Some use cases for this new feature are:
- Auto-assigning tickets to queues based on conditions
- Notifying admins on escalations
- Round-robin ticket distribution between group members
We hope to finish beta testing and release the feature to all customers soon, we'll be sure to update you once that happens!
Yakov
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434 votes
I would like to be able to group technicians into teams, this would allow the use of auto-assignment to a subset of technicians based on the ticket scenario. The current auto-assignment is all or individual which is not quite granular enough. Use case examples; (1) All new tickets could be auto-assigned to a 1st line team so that the 2nd and 3rd line teams do not get caught up with basic requests. (2) Tickets for products could be auto-assigned to members of a team supporting a specific product or team members who are skilled in the that product so that only trained individuals get assigned the ticket. (3) Tickets for certain customers could be auto-assigned to members of a team supporting that customer. Thanks.