Ticket Hand Off; Button to switch Primary and Secondary Assignees
Current Jitbit Helpdesk behavior:
When the "add secondary assignees" setting is enabled and the "Assigned to:" on a ticket is opened for selection, we are given the following options:
1) Select the primary Assignee/Technician
2) Check mark to approve the selected Assignee/Tech
3) X to reject/cancel the selected Assignee/Tech
4) "add secondary assignees..." below the check mark and X buttons
Proposed idea:
In the event there is only one secondary assignee/tech is already added, a rotating arrow button is seen with the check mark and X button. By clicking this button, it changes the secondary assignee to the primary assignee and the primary assignee to the secondary assignee.
Reasoning:
My organization uses the Jitbit Helpdesk app to assign each ticket to two assignees/techs.
Users will assign tickets to one another in order to notify their teammate of the next responsible action.
Therefore, the primary assignee/tech is responsible for the current action and the secondary assignee/tech is staying subscribed to the ticket so they may view it's activity in the "Assigned to you" table.
Otherwise, the ticket escapes their view when they are no longer a primary or secondary assignee/tech and requires either to rely on email updates or search for the ticket in past history.
Having a rotating arrow button would act as a "ticket hand off" that would pass the primary responsibility to the primary assignee/tech. Rather than manually reassign these roles and spam those involved with notifications.