How do I reply to a ticket assigned to another agent?
Question asked by Eddie Seasholtz - February 23 at 12:20 PM
Answered
I have specific agents assigned to specific departments.  I oversee, and am the backup for everything in Smartertrack.
 
When I reply, by email, to a ticket that is owned by another agent, I get a bounce back message saying my reply was not sent because the ticket is not assigned to me.
 
How can I reply to a ticket, by email, that is assigned to another agent and have it processed by smartertrack, preferably without taking the ticket away from the agent it is assigned to?
 
Thanks!
 
Eddie
 

4 Replies

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0
Eddie Seasholtz Replied
Does anyone have any thoughts on this?  Is there any way that I, as the administrator in SmarterTrack, can reply to a ticket that I have assigned to one of my staff?
 
Thanks,
 
Eddie
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Eric McCarthy Replied
Employee Post Marked As Answer
SmarterTrack does not support replying to a ticket that is not assigned to you. You would have to take the ticket to reply to it. After you reply you would have to transfer it back. This will require that you use the management interface. These features are not supported by email alone.
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Eddie Seasholtz Replied
Since SmarterTrack will not allow a supervisor to reply to a ticket assigned to a technician, can the supervisor be added as an additional recipient on the ticket by cc'ing them via the management interface? And would that allow the supervisor to be able to reply to the ticket?
 
Along those same lines, what is the proper way to add additional recipients to the ticket so that they can send and receive copies of responses to the ticket?  Is that simply a matter of the technician including them as a CC one time when sending a reply via the management interface? And with that, do they automatically get added to the ticket for all future ticket communications?
 
Thanks,
 
Eddie
 
0
Andrew Barker Replied
Employee Post
Eddie -
 
When using Reply All on a ticket, every email address that has been involved in the ticket will be sent a copy of the new reply. This means that simply CCing a new recipient on a ticket - or adding them to the list of To addresses - one time will ensure that they are included on all future responses that are sent using Reply All. Any responses which are only sent using Reply will not be automatically sent to the new recipient, and messages coming in to SmarterTrack will not be forwarded unless the sender includes you.
 
Following this procedure to add an administrator to the ticket as a recipient will allow that administrator to send an email reply that SmarterTrack will include as part of the ticket. However, the message will show in SmarterTrack as an inbound message instead of an outbound one, and the message will not be automatically forwarded to other recipients on the ticket. If you include the other recipients on your email, you run the risk that they will reply only to you. This means that their email will not be included in the ticket history in SmarterTrack.
 
For your use case, we recommend that you use the management interface in SmarterTrack to take the ticket, compose your message, and then transfer the ticket back to the original agent when you send your reply. To make this a little easier, you can use the Send and Transfer option when sending your message.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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