Allocate ticket to other user

Is there a way to allocate a ticket to a different user?

We need to allocate submitted tickets to different users. For example if a support ticket is issued then the ticket needs to be allocated to one of a number of technicians to look after the request.

Regards
Alan

Hi Alan

Yes. It is possible. The steps are :

1. Create a new Joomla Groups called Staffs and then assign all staffs into that group.

2. Go to Helpdesk Pro->Configuration, find the config option Staff Group, set "Staffs" for that config option.

3. Go to Extensions-> Plugins Manager, find and publish the "Helpdesk Pro - Assign Ticket" plugin.

4. Now, when you edit a support ticket, you will be able to assign the ticket to one of your staff. They will receive notification, can login to front-end of your site, access to the assigned tickets and reply them.

Hope the explanation is clear to you.

Regards,

Tuan

Tuan,
Thanks for the information. However if I change the person assigned to the ticket the change does not save. In other words I cannot change the person allocated to the ticket.

Hi Alan

That's strange. Could you please submit a support ticket sending us administrator and FTP account of your site so that I can check and solve the issue directly on your site ?

Regards,

Tuan