One ticket linked to many agent..

[spiderpig]

Hi,

i was wondering if it is possible to link many agents to one ticket ?
maybe three agent are working on the same project.

[micshi]

The ticket can link two agents, one owner and one responsible.

The onwer or responsible can involve other agent by ticket note action.

Thanks,

micshi

[spiderpig]

Hi Micshi,

ok i did enable responsible and it works, but i'm not sure how you can add more agent through the note action ?

[micshi]

In note action, the ticket owner or responsible can select agents from "Inform Agent: (Optional) to ask them provide assistance.

Those selected agents can give feedback to owner or responsible via ticket note action after they have done the assistance task.

Thanks,

Micshi

[earwax]

In note action, the ticket owner or responsible can select agents from "Inform Agent: (Optional) to ask them provide assistance.

Those selected agents can give feedback to owner or responsible via ticket note action after they have done the assistance task.

Thanks,

Micshi

Interesting. And how do you unlock this inform agents ability to leave notes to other agents not on the ticket? I am not seeing this.

See attached screenshot for what I see on my notes action.

Capture.JPG

[jojo]

Sysconfig ->Ticket
Frontend::Agent::Ticket::ViewNote

[earwax]

Great! Thanks! This inform agent notes will be VERY helpful. I never knew this option existed.

[spiderpig]

thanx , it works great.

[KBrent24]

This makes sense. Most often when I replied to a ticket, other agents also received a copy of the reply. I thought I'm doing something wrong.