When agent create ticket

  • Resolved dotronghiep

    (@dotronghiep)


    1 month, 3 weeks ago

    We are using SupportCandy for both customer support and internal support. In some cases, agents also create tickets to request help from other agents. However, when an agent creates a ticket, it seems that SupportCandy no longer correctly determines the roles. It cannot distinguish which agent is acting as the customer and which one is the support agent.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Contributor Nikhil G

    (@nsgawli)

    1 month, 3 weeks ago

    Hello,

    Could you please elaborate a bit more on the issue? A step-by-step example of how the ticket is created and what you expect vs what actually happens would help us understand it better. If possible, a screenshot would also be helpful.

    Thread Starter dotronghiep

    (@dotronghiep)

    1 month, 3 weeks ago

    Hello Nikhil G!

    Sorry, my previous message was not very clear.

    My idea is that the ticket statuses should include: New, Customer Reply, Agent Reply, You Reply, Closed.

    The specific scenario is: after creating a ticket, I add two (or more) other agents to collaborate. I want to distinguish between Agent Reply (when another agent responds) and You Reply (when I, as an agent, respond).

    Currently, I can go to the Ticket Statuses page to create a You Reply status, but I don’t know how to make it appear in the Tickets list page.

    Thank you very much.

    Do Trong Hiep

    • This reply was modified 1 month, 3 weeks ago by dotronghiep.
    Plugin Contributor Nikhil G

    (@nsgawli)

    1 month, 3 weeks ago

    Thanks for the clarification.

    What you’re trying to achieve is not possible in SupportCandy.

    The system does not differentiate between replies from different agents (e.g., “You Reply” vs “Agent Reply”). All agent replies are treated the same, and ticket statuses cannot be automatically updated based on which specific agent responded.

    So this behavior is not supported.

Viewing 3 replies - 1 through 3 (of 3 total)

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