Assign a ticket to a team instead of specific user

DigitaWeb

When it comes to a ticket / contact request, being able to assign it to a team will allow several people to be notified so that a persion immediately available can respond quickly.

 

This would also allow to manage different teams with specific areas of intervention, as well as to lower the response delay.

8 Replies
Antoine_
Participant

A very usefull idea ! Or for task, also.

IanBowden
Member

Assigning tickets to teams is a requirement as not all users are 100% available, people take time off!!

 

Also this needs to be implemented as assigning tickets to individuals can lead to ticket resolution delays. Ticket resolution in our company is often a team effort as it should be, as not all tickets are straight forward. Additionally different teams will have different core skills as a team. I need the ability to assign tickets to the right team, the ticket assignee may not be a member of the appropriate team.

ksalay
Member

This is a MUST.  When will be in the product

NoemiNL
Member

Indeed this should be available for collaborating with teams!

rraven
Participant

100% needed to run an effective support ticketing process flow. So many use cases.

harmon_dan
Member

Agreed, this would be helpful.

Giorgio
Member

Yes it is exactly what is needed. Hopefully they will apply it. Or even to assign a ticket to all users would be helpful.

CMunteanu
Member

A fantastic idea! Different teams answer different types of tickets and pulling reporting based on those tickets is also crucial.