I suggest you ...

Assign Multiple Techs to a Ticket

I know we've already added the ability to assign multiple techs to a field job / appointment, but why not be able to do the same for tickets? I can't believe no one has asked for this yet!

There should be a primary ticket "owner" and then have the ability to add additional techs as project experts or CC additional techs who want to stay informed on a project.

Up until now we're constantly having to re-assign tickets back and forth to each other. It would be tons easier to be able to have two or more tech's all working on one project and each be updated when a customer replies or an update is made.

This should be very easy to add to tickets, as the feature already exists on appointments. Thanks!

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Ryan (CTO, Pinellas Computers) shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

32 comments

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  • Ed Rader commented  ·   ·  Flag as inappropriate

    I think having one technician assigned the ticket and creating tasks from that ticket that can be assigned to and resolved by another tech.
    Another good thing would be the ability to opt into status updates on individual or location (Office/Region) based tickets.

  • Paul Schwegler commented  ·   ·  Flag as inappropriate

    We need to have it show up on multiple people's screens, and get notifications related to the ticket as well. There can still be a master tech assigned to the ticket if that is needed..

    Thought...would it be possible to create groups or teams? Then the 'commercial' team could be assigned to a certain ticket etc.

  • Andy commented  ·   ·  Flag as inappropriate

    please! this is annoying that we have larger projects that we have multiple people doing working on different things for the same task, but they can't all be on the ticket. So we have to assign it to someone, have them do their part, then have them assign it to someone else, etc. This is not efficient, as we have to let techs know to update or put time in on a ticket that they aren't aware of because it's not assigned to them.

  • CJ commented  ·   ·  Flag as inappropriate

    Like the OP, we end up either assigning tickets back and forth a lot, or mistakenly adding duplicate tickets because one tech made a ticket assigned to them, but a second tech working on the same project makes a ticket for the same issue. We need to have multiple techs assigned to a ticket, with one being the primary, so that each tech can see the ticket when looking at "their" tickets. This is one of the biggest problems we're having with RS. We could care less about e-mail notifications, honestly, but need the tickets to show up in more than one techs list.

  • Jesse commented  ·   ·  Flag as inappropriate

    More than one person can definitely be assigned to a ticket.

    Maybe one way to achieve this that shouldn't be too much of a risk to break something would be to have a "Primary" tech (Assigned Tech), that's responsible for the ticket, with optional "Additional Techs" fields.
    The only purpose the "Additional Techs" fields could have is the additional tech's ability to see only their tickets, and could automatically put a checkbox by their name for Appointments. This would also allow each tech to get notifications about the ticket (if allowed by the notification center).

  • James Moore commented  ·   ·  Flag as inappropriate

    I'll second Paul's comments below. I'm running in to this now. I have a Rep out of state who creates tickets, but I have a person in house doing the work. They both need to be able to access and view the ticket, but I don't want them both to be accessing everyone's tickets.

  • Paul Schwegler commented  ·   ·  Flag as inappropriate

    I would like the ability to assign a ticket to multiple techs as well. Our techs have their ticket list filtered to show only their tickets. Otherwise, there are WAY too many tickets visible for each person. I would like the ability to show a ticket on multiple tech's screens, with the ability to get notifications and comments etc to both techs. This will help with larger projects where more than one tech is involved.

  • Jeremy Roe commented  ·   ·  Flag as inappropriate

    Just "follow" does not work in our case - There are MANY occasions where 2 or 3 technicians are working on a complex issue together and each need to track time and notes. Someone is the "Owner" to ensure it follows through to completion but many may work on it.

    For reference, we are an MSP / VAR working in a B2B environment so the tickets are often much more complex than a simple bench repair.

  • Paul King commented  ·   ·  Flag as inappropriate

    This would be one of the most important features for us. We bill based on the number of techs on site and would need to correctly track each techs time. Without the ability to assign multiple techs to a ticket, the reporting feature for tickets by tech would become inaccurate.

  • Kelley Casey commented  ·   ·  Flag as inappropriate

    Yes, we are looking for the same.
    We would like the ability to assign a ticket to more than one tech.

    On our hardware tickets a ticket needs to be assigned to our tech bench first for back up before moving onto the hardware technician.

    This skews the time it takes to repair because our hardware technician won't get the notification a ticket is in-house until the tech bench is finished with the backup, Depending on schedules there could be a 3 - 4 day lag in notifications.

    Assigning multiple techs to a ticket would make this process flow easier and give us the ability to get the device back to the customer in a timely manner. Thank you!

  • Daniel DeMayo commented  ·   ·  Flag as inappropriate

    Need this as well. Often we have the tech in the office prep machines and get ready for deployment. We then have to assign it to the field tech to install.

  • tech commented  ·   ·  Flag as inappropriate

    This would be good, but also I have a need for something similar to just multiple techs on a ticket. I see there is a way to put a SINGLE technician’s name on each line item for commission purposes. This allows me to use or run the employee commissions report for each technician and find out what this commission would be per line item and not per invoice. This is great! But, We really need a way to put two technicians on a single line item in RS so we can split commision on a single line item. Could you add a second box for another technician and have the reports be able to read it correctly? I'm all ears for suggestions or workarounds also.

  • Ryan (CTO, Pinellas Computers) commented  ·   ·  Flag as inappropriate

    Hey Troy,

    I understand why you aren't excited about assigning multiple techs to a single ticket; (it complicates accountability and does get "busy" regarding updates and filtering). However, as you can see, MANY users are looking for exactly this. I do like how appointments have an "owner" and then additional "attendees" (though I wish attendees showed on calendar too).

    Maybe we could re-create the "assigned tech" to work in a similar way, with an assigned ticket "owner" (the main tech the ticket is assigned to, who is fully accountable for all aspects) and then additional ticket "participants" (who get the same updates and show up in filters, but are designated as optional followers instead of the main tech in charge).

    We heavily use the nice "saved search" feature you made, and "ticket filters" by tech name. I'd like to be able to see "all tickets I'm involved with / following updates"; even if another tech is the primary person working the job. Right now, the only way for tech's to notify me to look into a job is to change the status to "Admin Detail" or something else to make it stand out to me.

    I feel like there's plenty of demand to accommodate this organization. And shy of creating "groups" of techs to set as the assignee (no individual accountability), I think this is a reasonable solution and easy concept to implement.

    Thanks! [Cats>Dogs. Coffee ice cream sucks. GET SOME!]

  • Pat Foraker commented  ·   ·  Flag as inappropriate

    From what I can tell, Multiple Attendees doesn't show up on calendar as both Techs are on job, I put Ticket Owner on Calendar, then if you click into it you can see that there are otehr techs assigned as well, would be nice to see both techs visually, currently we have to create duplicate appointments and set each tech as the Owner so it shows up on calendar "visually" that both techs are on the same job.

    Does this make sense?

  • AdminTroy (Founder, RepairShopr) commented  ·   ·  Flag as inappropriate

    @pat I'm not excited about the idea of multiple people being "assigned" a ticket. You could put multiple attendees on that appointment, it would be on all of their calendars, they could all add updates, that all works just fine. Just the idea of "assigning" to a group feels wrong.

    Filtering by "assignee" becomes pretty funky, nobody is responsible at that point. I don't think it makes sense.

    I do understand the concept of subscribing to updates, following a thread, being like a CC on an email thread, etc etc - those concepts make sense to me.

  • Pat Foraker commented  ·   ·  Flag as inappropriate

    I would like to see the assign to multiple tech's, on bigger jobs we send more than one person out, each would make there notes and track there time, all going to the same ticket, then once completed billing can put it all together and send it out.

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