Is there a way to add/remove predefined responses without having to go to the admin panel? I noticed that they can be edited and deleted but not added from the profile page. In addition to that, it would be great to have user specific responses. Instead of having everyone using the same...
When someone replies to a solved ticket, the status should update to "Open" automatically. That way agents can get to it faster instead of it being lost in the queue.
Ignore my previous post, I just tested searching again and it worked! Thank you for adding this feature. Would it be possible to add a tab only for tickets in /search though? Thanks again.
I thought it would be somewhere on the sidebar of the queue. I also tested searching tickets through /search, and I can't find any option to specifically search tickets.
We have a discussion forum for our agents to discuss privately. No one can view that node except for the agents; however, the tab is still visible for everyone.
I believe this wasn't visible to everyone before, but it is now.
This is mostly to save time and skip a few steps, if the ticket is unassigned and a staff member replies to it, the ticket would automatically be assigned to that staff member.
Thank you!
At the moment it could be done manually; however, whenever a support agent processes a ticket and goes back to the queue all sorting options are cleared. I was wondering if it's possible to either add an option in the ACP to change the default sorting option (Asc/Desc) or maybe save their...
I am not sure if this is on purpose or not; however, when clicking on "Unassigned" the sorting filter is automatically removed (ASC/DEC) and vice versa
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