Let users choose a Support Agent

  • Resolved mpseitenweise

    (@mpseitenweise)


    8 years, 6 months ago

    I’d like users to choose their own Support Agent while submitting a ticket. In our case, the agents are each experts for different fields and users should choose the right expert for their questions.

    Ideally there will be a select box that lists all users with the role “Support Agent”.

    When a user chooses a certain agent, this ticket should be assigned to this agent. I know that this is not standard functionality, but I would greatly appreciate any hint on how to achieve this. Thanks!

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter mpseitenweise

    (@mpseitenweise)

    I just found this help doc: https://getawesomesupport.com/documentation/smart-agent-assignment/assigning-agents-departments/

    I’ve activated and added departments, but when editing a user, I do not see the department list. All other options are there.

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi – that documentation item is not related to the core plugin – its for an add-on that is going to be released in the near future. But, even so, it’s not applicable to the scenario you’re looking to do anyway.

    What you need will require more than a few lines of code – the core is not set up to handle the assignment on the front end in any way at all right now. You might be better off creating a custom field with your own list of agents and then writing some code after the ticket is submitted to update the agent based on the contents of the custom field.

    Plugin Author julien731

    (@julien731)

    In addition to the previous reply, it would introduce a security risk to let users chose their agent on ticket submission.

    It would be very easy to simply hack the form and set any user as the assigned agent. In order to counter that, we’d need to add a number of checks and fallbacks, which means you could very well end up with tickets assigned to the “wrong” agent.

Viewing 3 replies - 1 through 3 (of 3 total)
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