Avatar

David Jacobson

  • Actividad total
    4
  • Última actividad
  • Miembro desde
  • Siguiendo
    0 usuarios
  • Lo siguen
    0 usuarios
  • Votos
    0
  • Suscripciones
    1

Resumen de la actividad

Última actividad de David Jacobson
  • Avatar

    David Jacobson hizo un comentario,

    1. Comunidad
    2. Feedback - Ticketing System (Support)
    3. Round Robin assignment

    Thanks for the advice and links Graham!  You're right, ticket assigment is often done in more sophisticated ways in many help desk environmnets.  And Chris' article is very interesting and shows a ...

    • Ver comentario
    • David Jacobson
    • Creación
    • 1 voto
  • Avatar

    David Jacobson creó una publicación,

    Round Robin assignment

    Planeada
    1. Comunidad
    2. Feedback - Ticketing System (Support)

    It would be nice to be able to setup an Automation or a Trigger that \*automatically\* assigned new / unassigned / or tickets in a praticular group to an agent using a Round Robin algorithm.  We cu...

    • David Jacobson
    • Creación
    • 125 seguidores
    • 136 comentarios
    • 84 votos
  • Avatar

    David Jacobson creó una publicación,

    [Closed for comments] Add or Edit Tags on Closed tickets

    1. Comunidad
    2. Feedback - Ticketing System (Support)

    I realize the ITIL importance of making closed tickets un-modifyable, as a system of record.  But, as a part of post analysis and reporting on hundreds of past closed tickets, mining for patterns o...

    • David Jacobson
    • Creación
    • 262 seguidores
    • 260 comentarios
    • 340 votos