Queues for different tickets
Would like to see Queues implemented, wherein tickets can be assigned to different groups/queues, etc.
This allows techs to be responsible for their Queue and for things to be escalated, moved around, etc.
This is different than status. It is a holding box that the ticket resides in.
-Level I queue
-Level II queue
Could you just use the ticket custom field types in conjunction with saved ticket searches to get this?
I understand those aren’t really queues – but they kind of are. You can have multiple users in that list, assign between them, etc etc
Comment with details if you think it’s very different, so we know what is missing. (details)
Douglas Bradshaw commented
This needs to be handled using the issue type field, however that is not filterable.
Troy, in our shop the custom ticket searches and field types wouldn't accomplish this. We have 2 technicians that work all residential, and then 2 techs that work monitoring alerts, and two techs that work tickets made by the clients themselves. Currently we are using the leads module as a "Queue" where the techs that are working the monitoring alerts go to see these "tickets". We have the monitoring alerts come in through a different email address so that they attached customer icon isn't beside them so they can distinguish between the ones created by clients and ones that are generated through are monitoring system. The email reader would work for this option if there was a way to set queues for the leads that come in. Or if you decide not to do ticket queues we could accomplish this by the email reader being able to set custom statuses at least and then doing a custom for those statuses so that multiple techs can see what is in their "Queue" so to say. Let me know if that makes sense or helps.
Nick Lenius commented
Raydan Tech commented
This is extremely important to me as well. Any possibility of this being introduced in the near future?
Matt Gabrenya commented
This is extremely important to me as well.
The most important elements of this feature to me are the following:
- Users can be assigned to one or many queues.
- Tickets can be assigned to one queue.
- The "view all" tickets page allows sorting by queue.