Jitbit Helpdesk - Support groups and queues : Ideas forum

New Suggested 9/28/2021 by Lars Öbom

15

votes

Support groups and queues

We are using the ticket system to provide support for a wide range of customers and services. The support is delivered by different departments, depending on the issue in hand. Our Service Desk function as a Single Point of Contact. They receive and categorize the ticket, makes a first response and then in many cases dispatch or escalates the ticket to different groups of technicians for further inquiry.

Right now, the Service Desk can only assign a ticket to a specific user which does not work as the Service Desk does not know who is available at the moment or best qualified to carry out the further inquiry. The escalation is really to the next support queue, not to an individual user (1st, Second and Third Line or specific expert groups). The only option today is to empty the assignee field (which does not feel right as the ticket inquiry is in fact in progress). The ownership of the ticket should be on a group level util a technician from that group picks it and takes over the ticket, and then the ticket is assigned to the specific technician.

Suggested Solution:
We would like to be able to create support groups (groups of technicians that should support different categories) and be able to assign a ticket to that support group. The technicians in the support group should receive an email notification when a ticket is assigned to their group. They should also be able to view all tickets assigned to their support group in the ticket list view.

Creating support groups would also simplify the administration of technicians for each category. Instead of assigning each technician to a category, you could then just assign a support group. When technicians are On Boarded or Off Boarded you would just have to add to or remove the user from the support group.

Regards

Lars Öbom

Process Manager

assigned tech ticket\grid\filter

James C

Can you not use departments for this? So only techs from a certain department can see those categories and your helpdesk assign it to those categories? We have just started using it from another helpdesk system and at first the idea of not having groups was weird but we have used the flexibility of system to find alternative processes. That being said I wouldnt be opposed to groups!

1/25/2022 6:03 AM

Could you not use categories for this? For example, if you have all new tickets land in service desk category, where it is processed as you describe above, then move it to a different category which would make it available (like a queue) for a different set of individuals who are responsible for working that category? So for example, once initial processing is complete, move from service desk category to the first-line category, where they will be seeing only those tickets in their list waiting to be assigned.

11/30/2023 1:47 PM

Lars Öbom

The problem with both solutions suggested in the comments above is that we would still have to empty the assignee field when escalating to a new category. So basically the customer can see that we'v escalated it but there is no assignee, no visable ownership of the ticket. Once a ticket is has been "taken" by a technician it should never have to be unassigned again even if it has been escalated to another department. If you can not assign it to a specific technician in the new departtmen, the department should have the ownership.

12/1/2023 3:38 AM

James C

Could we have an assign to department feature as you could group techs that way etc

12/1/2023 7:10 AM