Assign ticket to multiple Agents in same department

avibad

I can assign a ticket to single user.How can I assign a ticket to multiple Agents in same department. If this happens then they should see a ticket in their own queue. And each one replies to ticket and his comments are not shown to other Agents (confidentiality) but admin can see comments by each agent.Also if possible they should not be able to view who else the ticket has been assigned to.Can we have multiple (2-3) admins for same dashboard who can assing ticket to multiple users?

avibad

Illustration attached which shows a ticket is assigned to 2 agents.

multiple agents.PNG

ntozier

You cannot assign a ticket to multiple agents.You can assign a ticket to: (1) an Agent AND/OR (2) you can assign a ticket to a Department or Team. Departments are made up of Agents, so any agent can see and answer it. Teams are made up of Agents that are not in the same Department (well they could be, but that seems counter productive since that's what Departments are for, and Teams are a means of transcending Departmental Boundaries.) and then any member of the Team can see or reply to a ticket.You can have one of each (1) and one of each (2).

Assigning a ticket to a Department or Team would pretty much have the same effect as to assigning it to two agents.

avibad

Hi thank you for your reply.

We have so many 3rd party agents /event managers who work or may not work with us regularly (as on project basis)

Hence in a our case I have no fixed Teams as agents assignment for a ticket is ad-hock and formed based on the ticket requirements from available agents.

Also we need to keep communication private with each of them.

Hence we should be able to assign a ticket to many agents and their assignment is private.

Hope I am clear.

This platform suits us in the better way except this private and multiple assignment issue.

Request you to guide us the way.

avibad

We are also open if any existing paid plug ins or extensions you may/someone may have.

ntozier

I do not recollect anyone posting about ways to do what you are asking. But if you search the mods and customization sections for the version taht you are running, and check github you might find something.

avibad

Ok Thanks a lot for the informaiton.