Menu Close Menu
Menu
  • 0
    • Number of items in basket: 0

      • Your basket is empty.
      • Total: £0.00
      • Checkout
  • Blog
  • Extensions
  • Support
    • Documentation
    • Log a Support Ticket
  • Your Account
    • Register
  • Contact Us
  • Demo

Assigning Multiple Agents to a Ticket

Assigning Multiple Agents to a Ticket

Enable support worker collaboration to resolve tickets

The default configuration of KB Support enables you to assign a single agent to each ticket. However, assigning multiple agents to a ticket is also possible and can be of great value for a number of reasons including increasing support worker collaboration towards the resolution of a support case.

Once the multiple agents per ticket functionality has been enabled, an Additional Agents field will become visible within the Assignment meta box on the ticket screen.

There is no limit to the number of additional agents that can be assigned to a ticket, and each support worker assigned as an additional agent will;

  • receive an email notification when they are assigned to the ticket (subject to configured settings)
  • be able to view the tickets within their ticket list
  • receive notifications via email each time an event occurs on the ticket (such as a reply being received) in the same way a primary agent does
  • be able to reply to the ticket, add notes and perform all the same tasks as the primary agent

Only the primary agent is visible to the customer within the Ticket Manager screen. Additional agents are, by default, not named within any customer facing pages or email notifications.

Multiple Agents

Enabling Multiple Agents per Ticket

  • From the admin menu, head to Tickets -> Settings and click the Tickets tab
  • Click the Agent Settings section link
  • Enable Multiple Agents per Ticket by checking the box
  • Click Save Changes to save and activate
Agent Settings

Was this article helpful?

We're working hard to ensure we provide you with useful and relevant documentation to help you get the most out of KB Support.

Please take a moment to let us know if you found this article helpful.

Assigning Multiple Agents to a Ticket

The default configuration of KB Support enables you to assign a single agent to each ticket. However, assigning multiple agents to a ticket is also possible and can be of great value for a number of reasons including increasing support worker collaboration towards the resolution of a support case. Once the multiple agents per ticket functionality…
KB Article rating: 5.0 based on 1 ratings

Share this:

  • Tweet
  • WhatsApp

Related Articles

Getting Started Agent Tickets Workflow Last updated: 11th September 2017

Published by Michael

Mike is the founder and lead developer of KB Support. When he's not working on KB Support, he's generally spending time with his 3 children and following his favourite football team

Posts by Michael Visit Website

Post navigation

Previous

Enabling Sequential Ticket Numbers

Next

Removing Post Lock from Tickets

Article Categories

  • Configuration
    • Advanced
    • Getting Started
  • Developer Docs
    • Constants
    • Hooks
  • Extensions
  • FAQs

Latest Tweets

RT @nhsCFwarriormum: @ChrisMRiches -Love this Great to see @cftrust working with @Daily_Express to help raise valuable funds for this brill…

- 7 days ago

h J R
The Advanced Ticket Assignment Extension for KB Support is available now! - https://t.co/6bIm4FJgoN

- 47 days ago

h J R
Configuring Advanced Ticket Assignment https://t.co/Afs57XLn43 https://t.co/F5Afzlv9S0

- 47 days ago

h J R

Social Links

  • Follow us on Twitter
  • Like us on Facebook
  • Fork us on GitHub

Sign up to our newsletter!

Subscribe now to receive all the latest news, thoughts and offers from KB Support.
New subscribers will receive 15% off their first purchase.

Privacy & Cookies: This site uses cookies. By continuing to use this website, you agree to their use.
To find out more, including how to control cookies, see here: Cookie Policy
© 2019 KB Support. All rights reserved.
  • Blog
  • Shop
  • Support
  • Donate
  • Your Account
  • Contact Us
  • Privacy Policy