Help

[alexsokolik]

How to make sure that when the application is addressed to the agent and the agent closes it when new applications from the same client are opened, the application is assigned?

[freescout-helpdesk]

Maybe you are talking about https://github.com/freescout-helpdesk/freescout/issues/3974

[Sokolset]

Hi, I have 2 problems, 1 I received a ticket and I assign it to the agent, he answered the ticket, clicked the send button and the ticket went to the folder, unassigned, I want the ticket to remain with the agent until the closure of all the correspondence. 2 The problem is due to the fact that when the application was assigned to the agent, he worked it out and closed the repeated appeal of the same client after closing, he sends a ticket to the agent and I would like that in the public folder not assigned received zero reset the agent from this application!

[freescout-helpdesk]

It's quite hard to understand what you are saying. Maybe you need this:

[Sokolset]

Here I described the whole problem https://disk.yandex.ru/i/7b6aG9BWYCq2zg

[freescout-helpdesk]

1. Use "Default Assignee" option in Mailbox settings.
2. Try to use Workflows Module.

[Sokolset]

Tell me, can you do it in the all folder so that only open applications can be seen ? If not, how can you make such a folder so that it shows applications of all folders but only open ones? ![Uploading 2024-04-26_21-01-50.png…]()

[freescout-helpdesk]

Unfortunately not.