Is is possible to assign a ticket to multiple agents in the same group?

Question asked by Jennifer Miller - 7/28/2015 at 11:39 AM

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Is is possible for a manager to assign a ticket to multiple agents in the same group?

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Employee Replied

7/28/2015 at 1:38 PM

Employee Post Marked As Answer

Hello Jennifer,

I do not believe this is possible. Tickets may only be assigned to one agent at a time.

Jennifer Miller Replied

7/29/2015 at 7:30 AM

Is it possible to make a copy of the ticket so it can be assigned to another agent?

User Replied

7/29/2015 at 9:08 AM

What is the reason behind assigning the ticket to two different agents if I might ask? There may be another solution to what your trying to do.
You could probably manually create a new one as a incoming ticket but if you have autoresponders enabled it may send the user a second auto response (not 100% sure on that). Or you may be able to do some custom development if you have access to the API web service for SmarterTrack. But there really is not a way to duplicate a ticket. Even if you did, the user would end up with two different ticket numbers for two different tickets which could confuse the customer.

Jennifer Miller Replied

7/30/2015 at 7:29 AM

We have a maintenance crew (currently set with no permissions to transfer, assign, view global, etc). The maintenance manager (permissions set to transfer, assign, view global, etc) wants to assign an incoming ticket to more than 1 crew member. Some jobs require multiple people to finish the job, manual labor type jobs. I've given the manager your suggestion of manually creating a second ticket, but I was hoping there could be a better solution.

User Replied

7/30/2015 at 8:13 AM

I dont think there is much of a better solution... Not sure if it helps, but just as a thought. You could put groups of agents in set departments and assign the ticket to the department instead of the agent? Then the agents in the set department can work on the ticket? In smartertrack 11x there is a feature for 'Allow all agents to see the contents of this department' which could possibly tie in to help with the work around as well, depending on your exact needs.

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