users can assign ticket to a especific agent?

crysak

I am tried with 1.10 RC1 and there is an custom form "assigned" but does'nt work, in the help topic you can auto-assign to a agent but is very static. there is way to do this?Thanks a lot for your comments

ntozier

No, Users cannot assign tickets to Agents. Nor should they be able to.Users pick ticket details and those details should transfer/assign the ticket to a department. That department is populated with Agents who would then be able to assign/transfer the ticket or answer it themselves.

blueyeguy

We get around this by using keywords in the Subject line, and ticket filters. We have a very small sub-department that is just piggy backing on our ticket system, and the only agent that deals with those specific issues just has his subset of users put something very specific in the subject line and a ticket filter auto assigns the ticket directly to him.