Ability to assign tickets to techs, notify on assignment, sorts tickets by tech, etc.
It would be nice if we could assign tickets to techs. Not only would this allow us to see which tickets are being worked on by a certain tech, but give the ability to track responsibilities as machines move from one department to the next. Example: Machine comes in for Hard Drive replacement (Hardware department) then also needs a virus removal (General Techs), and once complete could be moved to the billing or AR department for invoicing. Each tech/staff member would be notified when the ticket is now in their department so they know to do something with the ticket.
An advanced version of this might even allow queuing for tech skills. Techs could be tagged with certain skills (tech is good at Exchange 2010, and Virus Removals), jobs that come in could be assigned to tech groups or individual techs based on skill sets.
mike
shared this idea
I think the tech assignment, ability to assign to techs, and new tech notification features take care of this. Thanks!
-
Wendy Murray
commented
Ok, but how do you add a new tech? Can't seem to find it in the help files...