How to Department wise default assignee ?

  • Resolved Md Rashedul islam Siraji

    (@siraji2017)


    8 years, 8 months ago

    Hi,
    i m using this plugin and now i m facing a new problem with default assignee. i have near about 70 user & there default role support user also i have some agents, supervisor 7 support managers. the problem is ex: i have created 3 new department and now i want to set default assignee for each department. i want when a user will create a new ticket for specific department then the department default assignee will get mail notification but not all admin or all default assignee, is it possible ?

    The page I need help with: [log in to see the link]

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    8 years, 8 months ago

    Hi:

    I think what you’re looking for is our SMART AGENT add-on. You can find more information about that here: https://getawesomesupport.com/addons/smart-agent-assignment/

    Thanks for using Awesome Support!

    Thread Starter Md Rashedul islam Siraji

    (@siraji2017)

    8 years, 8 months ago

    Hi,
    Thanks for your reply, i will buy that asap. i just facing another problem , my Default Assignee (admin) not getting email notification when a new ticket was submitted, but the submitter getting mail as well, whats the reason ? can u advice me ?

    Plugin Author awesomesupport

    (@awesomesupport)

    8 years, 8 months ago

    Hi:

    Is the admin assigned to the ticket as the agent? Or is another agent assigned to the ticket? Only the agent assigned to the ticket will be notified.

    Thanks.

    Thread Starter Md Rashedul islam Siraji

    (@siraji2017)

    8 years, 8 months ago

    i have turn off the auto assign using that : “define( ‘WPAS_DISABLE_AUTO_ASSIGN’, true );” and i want to set who have admin (administrator ) role they will get a notice when a new ticket is submitted. they are not an agent even there profile Can Be Assigned is uncheck, is that possible ?

    Thread Starter Md Rashedul islam Siraji

    (@siraji2017)

    8 years, 8 months ago

    at first it working nice, the site admin was default assignee for new ticket and he get notify via email when a new ticket was submitted and after that is he want he can manually assign that new ticket to any other agents, but it not working like that, i need to fix it.. any clue how to fix ?

    Plugin Author awesomesupport

    (@awesomesupport)

    8 years, 8 months ago

    Hi:

    If the user profile for your default agent (in your case, admin) have the “can be assigned” turned off then they probably will not get an email.

    You should also double-check to make sure that their email address has not changed in their user profile and that the messages aren’t getting stuck in spkam folder or something similar.

    Thanks.

    Plugin Author awesomesupport

    (@awesomesupport)

    8 years, 7 months ago

    Hi:

    Since its been a while since we’ve heard from you about this issue we’re going to mark it resolved for now. If you need additional help please post your additional questions to this thread or a new thread.

    Thanks for using Awesome Support!

Viewing 7 replies - 1 through 7 (of 7 total)

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