Agent's manager and ticket

[binerf]

Hi all,

I'd like to know whether it's possible or not for a manager/team leader/senior to reply to customer on his ticket via the web interface ? Of course, the ticket is already owned by an agent.
I don't to change owner to the senior just for one answer.

The goal is just to bring some expertise knowledge to the agent/customer by sending/requesting more information within the ticket.

I hope I'm clear enough

Thank you in advance for your help.

[tto]

Hi,

you should check out the responsible feature (SysConfig "Ticket::Responsible"). The responsible uer is some sort of "second owner" of a ticket and has access to any ticket actions which are actually limited to the ticket owner (due to locking configuration).

regards, T.

[binerf]

It works !! Thanks.

I didn't think that "Responsible" feature would fit my need but it works.

Thanks again.