Defaults on Ticket Creation

  • 20 February 2015
  • 1 reply
  • 42 views

Is it possible to set default state to "Open" when creating a new ticket?


Is it also possible to set "Agent" to myself as default when creating a new ticket?


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1 reply

Userlevel 4
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Hi,




By default, the new ticket that gets created in the helpdesk would be set to the status "Open". If you would like to change this behaviour, you can configure a Dispatchr rule to modify the status of the ticket.




Also, in order to auto-assign tickets, you can make use of the action -> Assign to Agent - Ticket creating agent in the dispatchr rule.




Alternatively, you can make use of the Outbound email functionality that will set the agent as the email creating agent by default.




Cheers!