Summarize
I wish that our admin software would allow me to add team members directly onto tickets instead of creating a ticket and then informing team members so that they can add themselves and then go back and approve them.
Jim Dorty
Priority level
We're currenlty managing our workload with the current software but just barely. I would make rate this as a priority level 6.
Willing to pay for solution
I don't know what would be approved for purchasing but I would assume that such a solution could overtake market share from our current providers.
Value Reasoning
We could save countless hours and reply to far more tickets if we could automatically assign available team members to the tickets as they are generated or escalated from our desks.
Current process
A customer creates a ticket, I receive it and inform a technical support team member, they add themselves, I approve them, and the customer is then able to receive support.
Flaw in current process
There is no need to alert the staff, have them sign onto a ticket, and then approve them on my end.
Impact
Attempts at solving
Ideal solution
Value reasoning
We could save countless hours and reply to far more tickets if we could automatically assign available team members to the tickets as they are generated or escalated from our desks.
