Hello,is there an option to give 1 staff more then 1 department. I want to gave a lot of groups access for multiple departments, but they should inform by 2 or 3 depatments by new mails but not by the other departments. In the staff menue i can only give 1 staff 1 department.Is there an option to change this or is this planned in the future?
We solved this problem by creating teams, and assigning the departments to the teams, and having alerts sent to team members. Staff only get alerts then for the teams to which they are members.
+1 blueyeguy
blueyeguy - I'm having similar issues with getting the right people access to certain tickets. You stated you assign the departments to the teams. How do you do this?
I can see in the department setup where you give certain groups access to that department. And I can see on a member's profile where you can assign them to a Team. But I don't see anywhere I can assign a department to a team so the department would have access.
Also, in the member's profile, it says - Assigned Teams: Staff will have access to tickets assigned to a team they belong to regardless of the ticket's department. Thus far, I have not been able to get staff members to see tickets assigned to a particular team unless the member and the ticket are in the same department. Any suggestions?
I am using version 1.7.0 installed on a Windows 2008 machine.
Thanks!
We are using 1.9.4 and I'm not sure how things might be different but this is what we have going on.For every Department, I created a Team with the same name. So for example if we had a department named Sales, there would be a team named Sales as well. Help Topics are set up with a specific Department, and assigned to that matching Team automatically as follows:Under Admin Panel>Manage>Help Topics, when we Select a Help Topic, there is a place to set the default "Department" and also a place to set the "Auto-assign To:" and from that drop down list, we select the Team so that when a ticket comes in for a specific help topic, it automatically belongs to a specific Department, and is automatically assigned to the Team created for that department. Then we have Alerts and Notices (Ad.Panel>Settings>Alerts and Notices>Ticket Assignment Alert) set to Assigned Agent/Team and to Teams Members, so they get alerted when a ticket comes in. So a ticket is created online and the user selects the Help Topic from a drop down list, let's say, "Price Inquiry". The ticket is automatically assigned to the Sales department, and the Sales team, and all the team members are notified of the new ticket.Agents can belong to more than one team, so even if an Agent might belong to the Sales department, he/she can receive alerts for tickets to the Billing department as well, by simply making him a member of the matching Billing team. We have a few agents that bounce between departments, so it was necessary for us to find a way to make sure they could see tickets for more than one and receive alerts for more than one.There is also a place in the ticket filters for tickets we receive through emails to do the same thing, and each of our departments has their own email. If a ticket comes in on sales@my.org a ticket filter automatically assigns it the Sales department and the Sales team, and alerts go out.I hope I have done a good job of explaining and can try to answer any questions on things I wasn't very clear about.
After thinking about it more in typing this all out, basically it boils down to every ticket being assigned to a Team immediately on receipt. There are no unassigned tickets. And people see those tickets based on their Team membership.
Hello blueyeguy,thank you for your post. This is a great idea. And what can I do for incomming tickets per email? are there filters when I assigned to a other department that only the right team-members will get an alert and not all staff members?Or have I only assigned to teams? I have 10 to 20 departments. I think 20 emailes would be to much for the users :-DWhen a mail is incomming to the department support and I assigned to the department sales what must I do that I dont must assign a ticket two times (1. to department, 2. to team)
In your example, the help topic will automatically select the correct department, and then assign it to the team if that option is set under the help topic or in an email filter. We have disabled new ticket alerts completely, so the only alert any user ever receives is the ticket assignment alert "A ticket has been assigned to you" since every new ticket gets automatically assigned to a team. This makes sure that agents are only alerted one time when the ticket is assigned rather than one time for a new ticket and another time for the assignment.Does that clarify it more.
I had an idea but I dont know how it works. I want to make a transfert and assign 2 in 1 with one submit button. But then the second dropdown-field dont work. I have copy the assign-dropdown-box in the transfer formular and add this to the formular (screenshot). But when i click on the submit button, the second dropdown box dont work :-(Do you know how i can modify the submit-button that both dropdown boxes are work?The reason why I want to do this:my helptopics and filters dont work if I get an email- ticket-filters (not for all departments a single emailadress)- helptopics (works not for emails. Only by web tickets)
That's beyond what I can help you with. Each of our departments have their own email address so we don't have the issue with using the ticket filters with a single email account. You could try having users submit their emails using a specific key words in the subject line and filter on that perhaps.
Thank you :-)I will try it
