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DeskDirector / UserVoice

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[18516] TECH able to change agreement on ticket (CW) #158

Open Nness opened 6 years ago

Nness commented 6 years ago

Allow change agreement on ticket.

Question to this is, change agreement or assign agreement, is this common task for tier 1 and tier 2 technician?

FluidNets-DamianS commented 6 years ago

For us, yes. Our help desk is mainly for call answering. Only techs know which agreement based on issue. Often there is a default agreement auto applied and the tech needs to correct.

Nness commented 6 years ago

Thanks for providing info.

Aycorn commented 5 years ago

Similar Request: Service Ticket #18516 - Desk Director Chat + Other Items

cdandrea commented 4 years ago

This has been become more of an issue for us as well as the techs audit their tickets to ensure that correct agreement is in place. As @FluidNets-DamianS noted, while the initial agreement may have been set automatically based on service template, client, etc. there are times when the tech uses their discretion to change once they understand the true nature of the request.