osTicket (v1.9.5.1)

ilkera

Hello, we are using osTicket (v1.9.5.1). The thing we want is automatic assignment of tickets to people. but I couldn't find it in this version. is there anything like that? we need to install the new version?

Best

ntozier

Hello, 1.9.5.1 is really old and no longer actively supported. I would recommend that you upgrade to the current stable (1.10.4 as of this writing).

Can you be a little more descriptive as to what you mean by automatic assignment? How do you envision the work flow? How many Agents do you have? How many departments? etc. Thank you.

ilkera

150-200 mail is coming in the day. And there are 8 users. we want to automatically assign incoming mail to these users. (Employees can select tickets that they want to assign to themselves) If there can be automated assigning we think that employees response time will be shorter. can the new version do this?

ntozier

You cannot assign tickets to users, only agents.

You can use Help Topics to assign tickets to specific departments, teams and/or agents.
You can create email filters to do the same.

ilkera

ntozier
I mean the tickets to the agents can be assigned automatically in the new version? As soon as a new ticket arrives, we need an agent to be automatically assigned.

ilkera

@ntozier #97665 Do u understand me?

Pepperoni

ilkera Take a look: admin panel -> Admin -> Ticket Filter