HelloWe're looking at bringing in osTicket to our organisation & have a few questions that I am hoping someone here can help answer.  This is the way we want the ticketing system op behave:Requester will raise tickets via email by sending a email to a support@ourdoamin.comThe tickets will be assigned to one individual automatically who will review & assign to an agentRemaining communication between the assigned agent & requester will be via email.I think I'm clear on setting up osTicket to work with the email address but if someone could provide some details on this that would be helpful.I've read up on how to assign tickets to a department but not sure on how to assign to one agent first so they can review before assigning to an agent?Now the last one is the sticking point what would help us is giving agents the ability to respond to the tickets via email.  I am led to believe this feature is not available due to agent collision.  Is there a way to make this work through some kind of modification & does anyone have something they could share with us?  I understand the whole notion of agent collision but if a ticket is assigned to one agent then only that agent should be able to respond the ticket, if other other agents respond that's fine but they're response should be added as notes on the ticket.  This is just they way I am thinking it could work but I'm open to seeing what others have implemented.Could anyone help answer these questions please.Thanks

Agree with your thoughts but regarding the mod I guess you need to realize this on your own since I don't know anyone who ever come up with such a mod.

I had already the same idea for a plugin, but do not have the knowledge to realize that. So if you're experienced enough then do it ;)

Thanks for your help!So at the moment it looks like we don't have the feature which allows agents to respond to the ticket via email.  I'm not sure I have the experience to look at it probably given time but we needed to get up & running quickly.  Are you aware of anyone else who would have had something similar it seems like a feature that should be there albeit enabled if need be.  What about some of the other points in my post do you know how we can achieve those?Thanks

Q: I've read up on how to assign tickets to a department but not sure on how to assign to one agent first so they can review before assigning to an agent?A: I would assign them to a specific department.  Admin panel -> Settings -> Default Department.  make the staff you want to sort them the manager for that department.Q: Is there a way to make this work through some kind of modification & does anyone have something they could share with us?A: by default staff replies update the ticket with an internal note (not sent to client).  There have been posts in the past about how alter the core files to change this.  I do not know if there is a thread about the current version.

Write a Reply...