Title: “Accept/Pass” button for Support Agents
Last modified: November 8, 2021

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# “Accept/Pass” button for Support Agents

 *  Resolved [alessandrozonnino](https://wordpress.org/support/users/alessandrozonnino/)
 * (@alessandrozonnino)
 * [4 years, 7 months ago](https://wordpress.org/support/topic/accept-button-for-support-agents/)
 * Hello,
    in my AS setup, timing is essential. I’m trying to understand if it is
   possible to have this kind of result:
 * 1. I’d like to give to Agents a 1-hour window to “accept” the ticket. Once the
   ticket is submitted and assigned to an Agent, the status is “pending”. The Agent
   has 60 minutes to accept or pass the ticket (by clicking on a “Accept” or “Pass”
   button in the ticket dashboard or in the email).
 * 2. Within the 60 minutes, if the Agent accepts the ticket, he has 24 hours to
   reply to the ticket. If this does not happen, he is removed from the ticket, 
   the tickets becomes “pending” once again, and a new Accept/Pass request is made
   to the next Agent in the department.
 * 3. After the 60 minutes, if the Agent hasn’t accepted or passed the pending ticket,
   he is automatically removed from the ticket, and the Accept/Pass request is made
   to the next Agent in the department.
 * Is it somehow possibile? I’m trying to figure this out before buying the Agency
   Bundle, if needed.
    -  This topic was modified 4 years, 7 months ago by [alessandrozonnino](https://wordpress.org/support/users/alessandrozonnino/).

Viewing 2 replies - 1 through 2 (of 2 total)

 *  [sademhaj](https://wordpress.org/support/users/jahmedas/)
 * (@jahmedas)
 * [4 years, 7 months ago](https://wordpress.org/support/topic/accept-button-for-support-agents/#post-15048787)
 * Hi [@alessandrozonnino](https://wordpress.org/support/users/alessandrozonnino/)
 * I am sorry this is not possible within the currently available features of Awesome
   Support. However, I will forward your suggestions to the team. Thanks.
 *  Plugin Author [Yeison Baron](https://wordpress.org/support/users/yeisonbp/)
 * (@yeisonbp)
 * [4 years, 6 months ago](https://wordpress.org/support/topic/accept-button-for-support-agents/#post-15097836)
 * Hi [@alessandrozonnino](https://wordpress.org/support/users/alessandrozonnino/),
 * We can evaluate the option for developing your request and diagnose. You can 
   continue the conversation by filling in the form below:
 * – [https://getawesomesupport.com/contact/](https://getawesomesupport.com/contact/)
 * Best Regards.

Viewing 2 replies - 1 through 2 (of 2 total)

The topic ‘“Accept/Pass” button for Support Agents’ is closed to new replies.

 * ![](https://ps.w.org/awesome-support/assets/icon-256x256.png?rev=1849681)
 * [Awesome Support - WordPress HelpDesk & Support Plugin](https://wordpress.org/plugins/awesome-support/)
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 * 2 replies
 * 3 participants
 * Last reply from: [Yeison Baron](https://wordpress.org/support/users/yeisonbp/)
 * Last activity: [4 years, 6 months ago](https://wordpress.org/support/topic/accept-button-for-support-agents/#post-15097836)
 * Status: resolved