Hello,
I want to add a ticket to a agent manually, I don't want that agent can to take the ticket. In my work there are help desk departament, my idea is that a help desk's agent can to assing all case to the technical support's agent.
Thank you
To add a ticket to agent
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crythias
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Re: To add a ticket to agent
Don't allow agents to have "Owner" access to the Dispatch queue. Have the dispatch person (help desk's agent) Move the ticket to the Agent's Queue, or read the manual to enable Responsible and then have Dispatch (help desk agent) assign the Agent as Responsible.
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rhynosth
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Re: To add a ticket to agent
So much thank you!! for your helpcrythias wrote:Don't allow agents to have "Owner" access to the Dispatch queue. Have the dispatch person (help desk's agent) Move the ticket to the Agent's Queue, or read the manual to enable Responsible and then have Dispatch (help desk agent) assign the Agent as Responsible.