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Can tickets be Pinned be default instead of Unpinned?
Idea shared by Curts Tollin - September 24, 2014 at 9:10 AM
Completed
Is it possible for the system to be configured to Pin tickets by default instead of requiring users to manually Pin them?

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Derek Curtis Replied
September 26, 2014 at 2:36 PM
Employee Post
Hi, Curts
 
I'm guessing you want to do this so that an agent always retains ownership of a ticket. While tickets can't be pinned by default, a possible solution to this - and one we use at SmarterTools - is to first set up some business hours and then simply don't have agents log out when they leave. That way, if an agent has tickets in process, they retain ownership of the ticket even if they're not in the office, like over a weekend or in the evenings. Having business hours set will keep your reports accurate so logging out isn't an essential task. The only time they'd need to log out would be if they were away from the office for an extended period of time, like if they go on holiday. 
 
I hope that helps. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Ben Santiardo Replied
June 29, 2015 at 5:15 AM
OMG Please Please PLEASE make this an option. We have the same issue. If an Agent forgets to pin a ticket, the moment a reply comes in, the ticket goes right back into the queue. This is extremely frustrating. Would love to have an option to auto pin all tickets once assigned or taken (if cherry picking from queue).
________________________________
Ben Santiardo

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