Hello:
hmmm….one thing to check on the user profile is the user role – can you make sure that it is set to SUPPORT AGENT?
Thanks.
Yes it’s set to agent. I’ve checked it double!
When i go to a ticket and i would like to assign this one to a specific agent i think to find this agent in the dropdown at my righthand? I see a dropdown with only 1 agent. And this is the superuser.
Do i miss a setting?
gr,
Dirk
Hi:
That should work. Are you running on a regular WordPress site or a multisite?
Also, the drop-down is a search drop-down – you will only see your agent if you type in the first three characters of the WP display name. After the first three chars it will show the matching agent names.
Thanks.
Tnx for your answer. But i doesn’t work. I made a new agent via de WordPress usersmodule. At the end of the page there are the settings of your plugin. But the strange thing is that when i check the first checkbox (assign to) and i save the user, the option will not stay checked!
Can that be the problem?
gr,
Dirk
As an addon. When i make a new ticket in the backend than at my right hand side i can choose an agent but i only can choose Trendesign (administrator) and not Expert (Support Agent).
In the settings i it’s possbile to choose Expert and also in the searchengine of the listing it’s possible to choose Expert.
What i want is when i have a new ticket i want to assign this one two an agent. I don’t know if this is the right way?!
gr,
Dirk
Hi:
Unfortunately it sounds like you might be running into a conflict with another plugin. If the CAN BE ASSIGNED option is not staying checked it means that there is conflict. Or it could be that you’re running WordPress Multisite and you’ve network activated the plugin (it should not be network activated).
Another thing to try would be to switch your theme to the basic WP 2015/16/17 theme and turn off all other plugins to see if they’re getting in the way of things.
Thanks.
Hi:
Unfortunately it sounds like you might be running into a conflict with another plugin. If the CAN BE ASSIGNED option is not staying checked it means that there is conflict. Or it could be that you’re running WordPress Multisite and you’ve network activated the plugin (it should not be network activated).
Another thing to try would be to switch your theme to the basic WP 2015/16/17 theme and turn off all other plugins to see if they’re getting in the way of things.
Thanks.
Tnx. It seems to be a problem with my theme. The Avada theme.
I have the latest version of Avada (5.4) and the latest version of WP (4.9.1).
Do you know there is a problem?
gr,
Dirk
Tnx. This helps!
Now it’s possible to choose another agent.
But when i go to the frontend it is still so that the user Trendesign gives the answers instead of Expert (the user i signed it to). IS there another setting?!
gr,
Dirk
Hi:
I don’t think I understand the new issue. If you log in as user “A”, then your reply to the ticket will be as user “A”. The ticket will still be assigned to whomever is the primary agent but any agent can add a reply to it if they are allowed to see the ticket.
Thanks.
Hi,
I have the same problem.
No multi site.
I deactivated all plugins.
I use the basic WP 2015/16/17 themes. Version of wordpress is 4.9.2.
Can the system assign new tickets to this user? option is not staying checked.
Following settings do not appear at all;
https://getawesomesupport.com/documentation/smart-agent-assignment/assigning-agents-products/
https://getawesomesupport.com/documentation/smart-agent-assignment/assigning-agents-departments/
Any idea?
Thanks,
Hi @gcil:
The two links you referenced are for a premium add-on so those options will not show up for the free version of Awesome Support.
If the option is not staying checked even with the basic theme and all other plugins deactivated it is possible that there is some old javascript cached from when the error first appeared. Can you make sure you clear all your caches – website, cdn and browser?
If the error continues can you please open a new thread so we don’t hijack the original author’s thread?
Thanks very much!
