Ticket Created By Agent Is Created AS Client

  • pablog

    (@pablogutierrez)


    5 years ago

    Hi!

    We have been testing SupportCandy and it’s AMAZING.

    However, when an agent creates a new ticket from the WordPress admin panel, the ticket is created AS the user and not as the agent. When someone looks at the ticket profile, the first message seems to be sent by the user when really it was created by the agent.

    Is this normal?

    Thanks a lot.

Viewing 5 replies - 1 through 5 (of 5 total)

  • Hi!

    We are facing the same issue.

    What we want to achieve is to make an agent able to create tickets for our clients.

    Is this possible?

    We receive some phone calls and Whatsapp enquiries which we want to convert into tickets.

    Regards,

    Plugin Contributor Nikhil G

    (@nsgawli)

    Hello @lukszgz,

    Yes, you can create a ticket on behalf of any user. Agents have to choose user name in the “Name” field while creating a ticket. It will create a ticket for the selected user.

    Thread Starter pablog

    (@pablogutierrez)

    Hi Nikhil,

    Thanks for the update. Is this a new feature? I see in the changelog of version 2.1.1:

    “Fix: Agent not being treated as a customer if he raised a ticket”

    When an agent creates a ticket on behallf of a user, will the first message be registered as the agent?

    Thanks,
    Pablo

    Plugin Contributor Nikhil G

    (@nsgawli)

    Hello @pablogutierrez

    Yes, this feature is available in free product. But the first message will be registered as a user and not the agent.

    If you are looking for a feature like agent create a ticket on behalf of a customer and the first thread be registred as the agent then it is not possible in current version. Such a feature (outbound emails) is already in our development queue and will be available in future versions.

    Thread Starter pablog

    (@pablogutierrez)

    Hi Nikhil!

    Thanks for the update. Hope to see this feature in future versions.

    Have a great day,
    Pablo

Viewing 5 replies - 1 through 5 (of 5 total)
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