Hi to all,

I have five departments each with their own email.
Each department has its own operators.

I have the following needs:

  1. display the tickets of department A to the agents of department B, C, D, E, after 15 minutes if agents A did not reply.
  2. view the tickets of department A to the agents of department B, C, D, E, if no agent of department A is connected.
    These absence rules apply to all departments.

How can I do?

P.S.
If necessary, agents can also be grouped into a single "support" team, but is it possible to assign a ticket to a team after X minutes?

This type of escalation does not exist in osTicket as a feature at this time.

  • Cm-8 replied to this.
    10 months later

    Sure. It doesn't look like it has been updated in a while though, so I do not know what version it was written for or if it still works.

    There are a couple older mods that might point you in the right direction but they are really old:
    v1.9.x - https://github.com/monkiki/osTicket-Addons
    not sure what version - https://github.com/berezuev/osticket-spreader

    There are also some conversations here on the forums.
    The first one I found was: https://forum.osticket.com/d/76849-round-robin-feature

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