Assign Tickets Submitted through Support Panel to Staff?

[waytorussia]

Hi, please, could you help me with this....

I want to find out if there is any way to automatically assign tickets to certain staff members if they were submitted through the support center?

Currently this is possible only if the e-mail is sent by the customer to a certain queue (through Mail Parser Rules), but I don't see anywhere how I could do it for tickets submitted through the Support Panel?

Please, help....

[waytorussia]

Anybody, please???

[waytorussia]

Nobody helped me, so I found a workaround.

Added a sendmail function to client_submit.php like this the info submitted through the control panel is then sent by mail and gets parsed by the queue rules. You only need to add Re: to the subject of the mail and then add the condition that the rule gets triggered in case it is a reply and the thing submits as the answer to the existing ticket.

[kjcdude]

I am also wondering how to do this without any modifications.

When a staff member creates a ticket, i want them to be able to assign that ticket to a specific staff member.

Since we are a small company i could create a department for each staff member, but it would be much easier if i could do it a more accurate way.

Thanks,
Kyle

[Micahsdad]

When you create a ticket there is an option for owner. That should be your staff list for the dept concerned.

[kropes]

if i understand what you want. that is what SLA's are for. you set up an SLA to assign a departments inbound tickets to a particular staff member. then if they are not addresses, they can get rerouted to someone else.