Support » Plugin: Awesome Support - WordPress HelpDesk & Support Plugin » Assign agents to departments

  • Resolved efoschini

    (@efoschini)


    Hi,
    I would like to assign agents to departments. I’ve made all the steps suggested in the documentation:
    1) enable departments management from Tickets > Settings > Fields
    2) create departments from Tickets > Departments

    But when I try to edit an agent, I don’t see the checkboxes with departments to assign…in the Awesome Ticket Preferences I only see “can be assigned”, “smart tickets” and “after reply” but not the departments….

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    I believe that the portion of the documentation you read was related to our premium SMART AGENT ASSIGNMENT add-on. Those check-boxes for departments in the user profile are not available in the free version of Awesome Support.

    Thanks.

    Thanks for the quick reply!
    Just another question, regarding the departments: in the free version, is there a chance that one can create different email notifications (not the email template itself, but the recipients list) based on department?

    E.g. if a ticket is opened for the “sales” department, the notification of this ticket should go to a sales email address, etc.
    Thank you again! Awesome plugin by the way!

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Sorry for the second bad news reply today. The answer to your question is no. Those kinds of segmentation features are part of our premium add-ons. In particular you can achieve what you need using our RULES ENGINE (https://getawesomesupport.com/addons/business-rules-engine-zapier-integration/). It allows you to set up rules based on ticket fields (If the ticket contains product “X” and is for departmenty “y”, then do “z” where “z” can be sending an email).

    Thanks.

    Plugin Author awesomesupport

    (@awesomesupport)

    Hello:

    Since this thread has not had an update in a few days we’re going to go ahead and close it out. If you need anything else please let us know by opening a new one.

    Thanks for using Awesome Support.

Viewing 4 replies - 1 through 4 (of 4 total)
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