Allow ticket to be pinned when it is created.
Idea shared by hraud - April 4 at 6:23 AM
Proposed
Here is our scenario: We have a Support department that handles all incoming tickets. We also have a Shipping department that does not handle incoming tickets, but sometimes they need to send an email to a customer to clarify their order (eg. shipping address).

The problem is, that whenever our Shipping department opens a new ticket and sends it to the customer (and marks it as Waiting), the customer reply gets assigned to an agent within our Support department. Our Shipping department never gets notified of the response, unless the agent reassigns the ticket to the Shipping department.  This reassignment doesn't always work, because often the customer will just reply something like "all is good", and the Support agent simply closes the ticket.

Is there some way to mark the outgoing ticket so that the reply always goes back to the agent that sent the ticket, even if they are not accepting tickets? Or is there some other way to make this scenario work?

5 Replies

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Eric McCarthy Replied
Employee Post
The tickets will not automatically reassign out of the group or department that it is created for, without an event. The best solution is to make your shipping agents to be active for tickets within their group for tickets. This is the only way that when a reply comes in it will stay assigned to them. If no one is active within the group the ticket is made for then it will be sent to the queue.
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Thank you for the reply.

I was looking through the SmarterTrack help and discovered something called "Pin", where you can pin a ticket to an agent.

I just tested this, and it seems to work.  If our Shipping department creates a new ticket, sends it to the customer, marks it as Waiting, and selects the "Pin" option... then the customer response goes back to the original Shipping department agent, even if they are inactive and logged out.

This is exactly what I was looking for.  Is there some reason we should not use this option?

My only complaint is that there is no option to Pin the ticket when the ticket is created.  It can only be done after the ticket has been sent.  Would it be possible to change this to a new Idea request?  It seems logical to want a new ticket to be Pinned when it is first created.

Thanks,
Henry
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Eric McCarthy Replied
Employee Post
I have changed this thread to an idea and updated the title of the thread to better reflect what you want.
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Rose Karl Replied
Employee Post
You can leverage the use of Events to achieve your goal. My recommendation is to create an event that will automatically pin every ticket created by a specified agent to the agent.  In the example below I've selected a Ticket Created Event Type, set the Acting Agent as a condition, and then with the Actions tab selected to Pin Ticket to Agent.  Now every ticket that 'Testy' creates will be pinned to the agent.


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Creating the event as suggested works perfectly.  That's exactly the solution I was looking for.

Thank you!!
Henry

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