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Ticket auto assignment

Discussion in 'Developing, APIs and extending' started by Viktor Kravchuk, Nov 29, 2018.

  1. Viktor Kravchuk

    Viktor Kravchuk New Member

    Hi there!

    We are using Kayako Case 4.67.0. I'm interested in implementation of next function:
    I want recently submited (via support center and e-mail) unassigned ticket from certain department to be automatically assigned to random staff from that department. Is it possible to do in box? Ready to make some changes in files, but need some suggestions or documentation.

    Thanks alot!
     
  2. supportskins

    supportskins Kayako Guru

    This is not possible out of the box. You will have to edit the software source code to add this functionality.
     
  3. Viktor Kravchuk

    Viktor Kravchuk New Member

    Thank's for reply! Have you any suggestions or documentation which will help me in realization of this task?
     
  4. supportskins

    supportskins Kayako Guru

    There is no documentation but you probably need to edit the code in the client/Controller_Submit file and if you are parsing the emails, you need to edit the email parser too to auto assign the tickets.
     
    Viktor Kravchuk likes this.
  5. Viktor Kravchuk

    Viktor Kravchuk New Member

    Thanks a lot for hint! :)
     

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