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Tickets are usually assigned either manually or automatically to support moderator assigned to that category. However, when a ticket gets assigned to a support moderator, it does not mean that the ticket is assigned to one of the moderator only.

It just means that a notification is sent out to the first level moderator in that category and has to pick it up and either assign it to themselves or another moderator assigned to that category.

Note that if the moderator is not assigned to the category where the ticket is assigned, that agent won't be able to see the ticket even if he is assigned to answer the ticket.

  • From the admin panel, navigate to jTickets >> Tickets
  • Select the ticket that you want to assign to another team member
  • from the ticket reply page, click "Assign" button to execute the assignment
  • Select the new "Person available", Type, Priority and your comment about the ticket
  • Click save once you are done

Note: Only users who are assigned to the category where the ticket belongs will appear in the "Person Available" pick-list

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What happen when the ticket is assigned:

  • The new moderator will be notified about the ticket assignment.
  • The user will also get notified about the ticket assignment (refer to Ticket Preferences)
  • The first moderator of the ticket will not be notified about the responses once the ticket is re-assigned to another team member
  • The ticket can be reassigned multiple times

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