Michael Posted November 4, 2013 Report Posted November 4, 2013 ...haha bet your thinking what the hell is automatic tickets? I mean something like this... Blesta is smart, and powerful, so why not have a cool feature... 1 staff is online: - Tickets don't get allocated to a staff member, they just show up as they do now. 2+ staff are online: - Tickets get automatically assigned per staff member equally in order they came in. (Blue highlighted per staff). Staff logs out: - Their tickets get automatically re-assigned if a staff member has a free slot, the rest get re-assigned to the normal procedure (Removes back to Not Assigned). --------------------- Settings (Staff section): [ ] Enter number of tickets to assign to. For example: [0] - Michael (0 = Unlimited) [5] - Callum (Callum only gets 5 tickets to deal with at a time). [10] - Holly (Holly only gets 10 tickets to deal with at a time). Thought I'd share this idea. Amyamoxylea, Daniel B and Callum 3 Quote
Daniel B Posted November 4, 2013 Report Posted November 4, 2013 I like it +1 Though, I think the unlimited should be changed to -1, as what if we have a staff member that we want to not respond to tickets? Michael 1 Quote
Michael Posted November 4, 2013 Author Report Posted November 4, 2013 I like it +1 Though, I think the unlimited should be changed to -1, as what if we have a staff member that we want to not respond to tickets? haha remove them from the staff Support -> Staff Quote
Daniel B Posted November 4, 2013 Report Posted November 4, 2013 haha remove them from the staff Support -> Staff There are plenty of purposes for staff that don't involve responding to tickets Quote
Michael Posted November 4, 2013 Author Report Posted November 4, 2013 There are plenty of purposes for staff that don't involve responding to tickets Yeah but the staff feature on the support is just for the support tickets bud. not the Blesta itself. Quote
Daniel B Posted November 4, 2013 Report Posted November 4, 2013 Yeah but the staff feature on the support is just for the support tickets bud. not the Blesta itself. oh yeah, that's true...lol Quote
Paul Posted November 4, 2013 Report Posted November 4, 2013 It sounds neat, but it would be terribly difficult. Often times staff members don't log out, they just go AFK. Knowing exactly what staff members are available when would be critical. Also, if a staff member is assigned a ticket, reassigning it to someone else that has no idea what was going on in the ticket could be a recipe for disaster. Quote
Michael Posted November 4, 2013 Author Report Posted November 4, 2013 It sounds neat, but it would be terribly difficult. Often times staff members don't log out, they just go AFK. Knowing exactly what staff members are available when would be critical. Also, if a staff member is assigned a ticket, reassigning it to someone else that has no idea what was going on in the ticket could be a recipe for disaster. True maybe a timeout if AFK for more than 4 minutes+ with no activity. And it would have to be departments only if you get me mate. Staff who aren't assigned to a department wont get assigned them. And you know where we have the drop down menu for status, etc maybe a tick box to keep it assigned to you. That way it overwrites the permissions. If they move their mouse, they are active again, or if it's easier to do maybe just clicking a page sets the staff as active. Quote
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