Hi, when I try to add a contributor, Agents cannot be added. It always pop up the "new user" window where it cannot search from agents. This means we have to register an agent as a normal user as well. Why is that or what I do wrong?
dolon
Agents and Users are completely separate. Tickets belong to Users, not Agents. If you want to create a Ticket for an Agent you must create a User for them. Or you can just switch to using Tasks for Agents.
Cheers.
Thats clear, but whatabout the communications? There should be some discussions emails just for internal, not with the users.
Use Internal Notes then.
Of make user accounts for the agents... and add the user accounts to the tickets as contributors.
