Tagged Tickets

[Wade_berlin]

HESK version: 2.4.2
PHP version: 5.3.23
MySQL version: 5.5.30-cll
What terms did you try when SEARCHING for a solution: TAGGED TICKETS - here and in the HESK FAQ.
Write your message below:
How do I set up HESK so that admins who have tagged a ticket are cc'd on that ticket's email notifications? Is this a setting I missed, or is this something I'd need to code myself?

on a related question, exactly what is the purpose of tagging a ticket in the system, and what options are related to it's use?

[Klemen]

That's not possible within HESK, because tagging a ticket is not stored per user, but per ticket (HESK doesn't "know" who tagged the ticket, just that it is tagged).

It's simply the ability of marking a ticket as "special" so it can be found more easily if needed (because you can display or search within tagged tickets only).

This may not sound useful for smaller help desk, but if you have 10,000+ tickets and need a way of marking some it's what tagging is for.

[Wade_berlin]

Thanks for the quick reply.

Is there some method that I'm missing for more than one person to watch or get notified when there is activity on a ticket they are not the owner of?

[Klemen]

No, that's not something currently supported, only the assigned member will receive notifications.

[Wade_berlin]

LOL, well, I think I'll stop looking for it, Thanks again for the quick answers.

[deserteagle369]

Tagged ticket feature is useful, We use it to mark the ticket which already convert to KB articles so no duplicate especially for a group of support staff.