How to involve other agents in a ticket

TVB

I am wondering how to request advice (say) from colleagues.I think that you can add them as collaborators but only if you post a message to the original user, which I don't want to do.All I want to do is to record a request for advice in ost and trigger an email alert to selected agents.Is there any way that that can be done?RegardsRichard

AdamDempsey

I use the Mentioner plugin.

TVB

Hi AdamThat sounds useful - thanks. If the code is parsing incoming messages does that allow an agent to add an internal post with mentions in?eg - If I go to a ticket and add an internal note which includes one or more @[deleted] will those agents get an alert as soon as I click "Post Note".Regards

TVB

I have now confirmed for myself that collaborators are never sent alerts when Internal Notes are posted. So this doesn’t work for me.

I am still interested in the Mentions plugin, but I need to know if a @[deleted] in an Internal Note will send an alert.

I’ve also seen mention in the forum of a coming feature to allow agents to be subscribed to a ticket. It was described as scheduled in 2014. Anyone know when it will arrive?

AndrewP

I think this comes with Ticket Collaborators in Ticket 1.11.0

AdamDempsey

Yes we use #mentions in Internal Notes to ask other staff questions about a ticket etc.

TVB

Excellent - thanks.

Anyone know when to expect v1.11?

ntozier

Q: Anyone know when to expect v1.11?A: Since the Release Candidate 1 was released I imagine that in keeping with historical releases that it will be soon-ish. I expect another rc or two first however.

Glennbullion

Hi guys. I know this is an old topic. Sorry for resurrecting. If a new thread is needed, let me know. But this is identical to my issue, and can't find much in the way of recent search.

Basically, would like to communicate "behind the scenes" in the system with other agents about a ticket, without including the user. Internal notes will email blast all agents, I think. How to get just one or two agents involved?

Is the mentioner plug in talked about above still the way to go about doing this now?

ntozier

The easiest way would be create a team (with just those agents), and assign the ticket to that team.
Then the email updates would only go to them.

I have never used the 3rd party Mentioner plugin, but that might work also.