Assign Agent not working

  • Resolved redsilvertone

    (@redsilvertone)


    11 years, 4 months ago

    Hi Julien
    Thanks again for all of your hard work. I’m wondering if any of the following issues have solutions:

    1) When a ticket is created it is assigned to the admin by default and all of the notifications seem fine. Then when the admin assigns the ticket to a support agent:
    a) The system doesn’t update properly and the assigned agent seems to be randomly chosen. If you continue assigning the correct agent, eventually it will update correctly.
    b) When the new agent is assigned a ticket, a notification is not sent via email to the agent.
    c) This may not be possible but if the agent had the option to accept the ticket or decline, that would be brilliant.

    2) Is it possible to create more Status options or change the existing ones, to add for example “In Transit”, “Accepted”, or “Rejected”

    https://ww.wp.xz.cn/plugins/awesome-support/

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author julien731

    (@julien731)

    11 years, 4 months ago

    I have identified 1 a) and b) and fixed it. It will be packed with version 3.1.3. See 9336981 and 2676f0f for reference.

    Regarding c) we have no plans to add this feature. The plugin is designed to have tickets assigned at all times and it would mess things up if an agent could reject an assignment. The “good way” to handle it would be for the agent to re-assign the ticket if he/she doesn’t want/can’t handle it.

    Finally, regarding 2), we will have an add-on coming that will allow you to customize ticket status.

    quickfox

    (@quickfox)

    11 years, 4 months ago

    Hi Julien,
    Thanks for fixing the agent re-assign, that seems to work now, however it’s not sending a notification email to the new agent after the they are assigned yet.

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

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