and also: how can i change the “standard ticket-owner”? in moment i´m the sntandard-ticket-owner but i can´t select any other, because my name is the only name in the dropdown list. i would delegate some tickets to other stuff. they have a account. but why they would not listed. they need a special role?
ok, i have found the role-problem: but should i now edit my 600 user profiles step by step to select a other role?!? and also all new registered user have the role “subscriber”. but only in the role “support users” they can submit and read tickets. thats make no sense :-/ is there any automation, so that all new registered users have booth roles? or “subscriber” become the same rights like the role “support user”? why there is a different?
Regards Tobias
Hi Tobias,
If you want subscribers to be able to submit tickets, please see this FAQ: https://getawesomesupport.com/question/users-get-you-do-not-have-the-capacity-to-open-a-new-ticket/
If you want to have multiple agents, then you need to create users with the role “Support Agent”. These users will then appear in the “Ticket Agent” dropdown list. You can also enable “auto-assignment” for your agents in their user profile.
i have set now all users to role “support user”, but this is not a good idea :-/ because some other plugins hock into the standard wordpress role “subscriber” nad with this solution i destroy all these functions. is there any other solution?
Best Regards
Tobias
You’re right, this is not a good idea. I linked you the proper solution in my previous reply.
Thanks Julien,
perhaps a good idea is to add the cababilities for example from “support user” to “subscriber”, the “support agent” to “autor” and so on.
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Also there is a little problem with the email templates: i have created nice one templates but in inbox all spaces (p, br) are deleted, so that is only one big textblock :-/ so it locks a little bit ugly. is there any solution?!
Best Regards
Tobias
