Manually assigning a ticket

[Jake]

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Write your message below: Is it possible for any any submitted tickets to be initially assigned to the administrator only. And then for the admin to manually assign it to another user (and only then have the user receive a notification & link)?

[mkoch227]

As far as I know, the only "real" way to accomplish this is to turn off auto-assign for all users except for the administrator. This way all tickets will be auto-assigned to the admin, and then the admin can reassign to other users as necessary.

Another option is to disable auto-assign altogether; however everyone will get the email about new incoming tickets.

[Jake]

Thanks Mike. I'll try that.

I had disabled auto-assign, thinking that would do the trick. Clearly I misunderstood how it works

[mattyb]

Hello,
I have also tried to manipulate the setting for my staff so ticketing is done exactly as described.

Customers: Have no choice to assign tickets
Tickets: All Unassigned Tickets Come to Me
Assign Tickets: I assign tickets to my staff (Permissions are all checked to Notify with email when a ticket is assigned to each staff member).

When I do test emails, the initial email goes out to me. When I go into the ticket and use the drop down/go function to reassign. No email goes out.

Am I trying to accomplish something is note meant to work? Meaning does the system recognize the reassign to a new staff member as "Assigned To Me" notification rule?

[Jake]

Same here. I now have mine set up like you, but if I manually assign a ticket to someone else no email is sent to them.

[Klemen]

I just tested it and it does indeed send the "new ticket assigned" email to the staff I assign a ticket to from admin panel / view ticket page.

Are you using original HESK or a modified version?

[Jake]

Mine is modified. So I guess I might have inadvertently changed something that was important.

[mattyb]

Thank you Klemen for the quick response. Yes, I have no problem with a "New Ticket Assignment". The email goes out as it should. The problem I am encountering is when you receive a new ticket and re-assign it to another staff member. That staff member is not getting an email.

[Klemen]

Re-assigning seems to work fine here.

Can you write down exact steps that you do?

[Jake]

I just tried another test and re-assigning it worked fine, so I guess maybe it ended up as spam with the previous one.

So it seems that all is well for me.

[mattyb]

Hi Everyone,
Yes, I will do that and thank you again for your time and attention.