Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Assign Tickets to Agents
In normal situations, any group member can respond to any e-mails within a ticketbox. This function is useful when you want to let the team members in a ticketbox know explicitly, that someone within the team is handling a message.Tickets can be assigned and reassigned at any time to any group member.
Right click on the message or ticket you wish to assign, select [Assign Ticket] from the menu. To assign this ticket to yourself, select [To me]. Otherwise, click on [To another agent] to assign the ticket to someone else.
If you have selected to assign ticket [To another agent], you will see the "Select User(s)" dialog appear. Select an agent to handle this ticket, then click [Ok].
The name of the selected agent will appear in the [Agent] column.
The agent now responsible for the ticket will be notified, in his tickets folder, with a copy of the re-assigned ticket.
Følg os på Facebook og Twitter
MODTAG NYHEDER
