Hi,
We have a new member of staff who is starting to reply to support tickets. He is nervous of saying the wrong thing on the more technical tickets and tends to shy away from them and let someone else handle them, which isn't ideal.
Is it possible (or could OSTicket be modified to make it possible) to allow him to answer tickets but before they go out to the customer they need to be approved by a more senior member of the team? The more senior person can then just make any tickles required to the text and press send?
I'm not too bothered about it being tied into the security model - there are only 3 of us in the office - I just need a way for him to write a reply but then it sits awaiting approval, and then goes when I've checked it.
Ideally he would have the option of sending the easy ones without approval, and only asking for checking on the more technical ones where he's not 100% sure yet.
Any help much appreciated!
Thanks
Simon
