How does auto assign work?

[reggiep]

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I have had a look through setting and can't see how you can set tickets to auto assign to helpdesk staff? Am I being really dumb here?

Thanks

[Klemen]

Admin panel > Settings > click "Help Desk" tab, under "Features" set "Auto-assign tickets:" to ON.

This will assign any NEW ticket (not existing ones!) to staff that have auto-assign enabled (check on the Users page - there is an icon for auto-assign OFF/ON for every user).

[reggiep]

Thanks Klemen,
Is there a way to set who gets which jobs assigned to them or is it only set by the person who raises the ticket?
It would be great, for example, if every time the category printers was picked that the techy in charge of printers was sent the job without the ticket raiser having to work out who fixes printers!

Thanks

[Klemen]

The customer has no say on who the ticket is assigned to - HESK does that automatically based on category access permissions, number of open tickets and auto-assigned enabled/disabled per staff member.

I may add more options/flexibility in the future based on feedback about auto-assign.

[reggiep]

Thanks for the clarification.

Reg

[michaelosterfeld]

Greetings. I was wondering if there is a reference tool or if you could please tell me how to specifically assign users to categories so that each category will automatically send to the assigned user. Thank you in advance for your help. So far this is a fantastic system.

[Klemen]

That's not supported by Hesk at the moment - a ticket can be assigned to any person that has autoassign enabled and that has access to a category.

[Lisaweb]

Hmm... Does that mean that if I have 3 users who have access to one category, but I only enable auto-assign on only one of those users, then all the tickets will be assigned to that user only?

If that is true, then I could really make this work afterall. Because I need all the tickets in a certain category to be auto-assigned all to the same user.

That's not supported by Hesk at the moment - a ticket can be assigned to any person that has autoassign enabled and that has access to a category.

[Klemen]

Exactly. Users with auto-assign disabled are, obviously, excluded from the auto-assign process.

[Lisaweb]

I thought it all thru, and the problem is, the user I want to auto-assign tickets to also has (and needs) access to other categories that he doesn't manage. So any tickets piped into these categories would be auto-assigned to him as well.

I'm just going to have to figure out how to get auto-assign to work, but only if it's piped in using a certain email address. Basically, if I could add it to this mod, it would be perfection:

2.3 MOD: Auto-assign Categories Based on Piped Email Address

(By modifying to it to not only assign category, but user as well.)

[lupolo]

1. Where can i find the Auto-assign tickets in the staff configuration? I only see the default setting within the program itself.

2. How to disable the standaard option Auto-assign tickets wenn submitting a reply? The setting within the hesk application is turned off.

[Lisaweb]

First enable auto-assign in the settings, and then you will be able to see the auto-assign button next to each user's name in the Users page.

[TheQuicksilver]

So, what if I have 10 people with view permissions on a category, does it get auto-assigned to ALL of them? It seems like Hesk only supports assigning a task to a single user normally, does this not respect that? It seems like the auto-assign functionality is almost too rudimentary. It'd be nice to define user groups and auto assign to them based on category so that pools of support people have access with things to begin with.

[Klemen]

No, it auto-assigns to one staff member only (based on permissions and number of open tickets). In your case it may be better of to disable auto-assign and just let staff member choose and assign to the tickets themselves.

But yes, the auto-assign has fairly basic functionality and will be improved with future versions.

[fguerra]

I have a similar problem and I disabled the auto-assign button as you suggested. My problem is that with this configuration only PART of the staff members associated to the category receive the email alerting when there is a new ticket. I cannot understand where is the problem!
Thanks in advance
Francesco